Technical Support Consultant

Adobe is seeking a Technical Support Consultant in Noida, India, to join our mission of empowering digital experiences. In this role, you will provide expert technical assistance to customers using products like Acrobat DC and Adobe Sign. You will engage with customers via chat, phone, and online channels, ensuring a professional and proficient support standard. A key aspect of this role is proactively identifying opportunities to upsell Adobe products and services by understanding and aligning solutions with customer needs. You will adhere to established processes and policies in all interactions, striving for First Call Resolution by effectively resolving technical issues during the initial contact. Accurate documentation of all customer interactions within a case tracking database is essential. You will be responsible for achieving personal performance targets, including case resolution time, turnaround time, open case aging, first contact resolution rate, case quality, and customer satisfaction. Continuous learning and skill development are crucial, requiring you to identify and address knowledge gaps. This position involves conducting advanced research for issues escalated by regional Tier 1 Engineers, assisting in testing new product features, and validating/reporting customer-submitted bug reports. You will also contribute by reporting on common issues, emerging trends, feature requests, and providing support for special projects.

Key Requirements:

• Technical education to degree level with a minimum of 1-2 years of experience in a similar technical support role.
• High computer literacy with demonstrable knowledge of technologies relevant to Adobe products.
• Excellent interpersonal and communication skills, both oral and written, with the ability to influence and gain acceptance for ideas.
• Ability to remain calm under pressure, maintain a flexible attitude, and work with minimal supervision.
• Strong time management and task prioritization skills.
• A natural inclination to champion customer needs and advocate on their behalf.
• Willingness to work flexible hours on a rotational basis to ensure 24x7 support coverage.
• 1-2 years of professional experience in a technical role, including experience with upsell.
• Outstanding account management and customer relationship skills.
• Deep understanding of Windows operating systems; Mac OS knowledge is desirable.
• Solid knowledge of various file formats.
• Intermediate understanding of packaging and deploying various Adobe products and versions.
• Self-motivated with a proactive approach to learning and staying current with new technologies.
• Excellent English written and oral communication skills are mandatory.