Posted:1 day ago|
Platform:
Work from Office
Full Time
Job Role: Technical Support Engineer
Location: Noida Key Responsibilities: ¢ ¢ Provide timely and accurate resolution of customer and technical queries related to Adobe Connect Hosted services. ¢ Troubleshoot common issues involving meeting access, audio/video connectivity, recording playback, and user account concerns. ¢ Guide users through standard configuration and usage processes for optimal product experience. ¢ ¢ ¢ ¢ Handle inbound support cases via chat, email, or phone in accordance with defined SLAs. ¢ Escalate complex or unresolved issues to Tier 2 support with detailed documentation. ¢ Collaborate closely with internal teams to identify patterns, emerging issues, and share customer feedback. ¢ ¢ Assist with creation and maintenance of knowledge base content, FAQs, and customer documentation. Required Skills & Experience: ¢ ¢ 02 years of experience in a technical support or customer service role, preferably in a SaaS or collaboration tools environment. ¢ ¢ ¢ Strong verbal and written communication skills. ¢ Good understanding of web conferencing technologies, browser settings, plug-ins, and general internet troubleshooting. ¢ ¢ ¢ ¢ Familiarity with operating systems (Windows, macOS), browsers (Chrome, Firefox, Edge), and basic network connectivity. ¢ Excellent problem-solving skills with the ability to think logically and empathize with customer challenges. ¢ Willingness to work in rotational shifts and adapt to a fast-paced, global support environment. Nice to Have: ¢ ¢ ¢ Exposure to Adobe Connect or similar web conferencing platforms. ¢ Basic knowledge of networking (HTTP/S, ports, proxies), LMS integrations, or SSO concepts.
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