Job Summary

We are seeking a Technical Support Specialist to join our Technical Support team, supporting Adobe Connect Hosted Services. In this role, you will be responsible for resolving customer and technical issues, troubleshooting product-related problems, and ensuring a seamless customer experience.

Key Responsibilities

• Provide technical support for Adobe Connect Hosted Services, including access issues, audio/video problems, recordings, and general usage.
• Troubleshoot issues and guide customers through product configuration and best practices.
• Handle inbound support requests via chat, email, and phone.
• Analyze issues using logs and SQL queries where applicable to identify root causes.
• Accurately document issues and escalate complex cases to Tier 2 Support when required.
• Collaborate with internal teams to identify recurring issues and share customer feedback.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.

Required Skills & Experience

• 1+ years of experience in technical support or customer service, preferably in a SaaS environment.
• Mandatory: Working knowledge of SQL for data analysis and troubleshooting.
• Excellent verbal and written communication skills.
• Familiarity with web conferencing tools, modern browsers, and operating systems (Windows/macOS).
• Basic understanding of network troubleshooting concepts.
• Ability to work in rotational shifts and thrive in a fast-paced support environment.

Notice Period: Candidates with a maximum 1-month notice period will be considered.

Preferred Qualifications

• Basic knowledge of networking, LMS integrations, and Single Sign-On (SSO).

Interested candidates can send their resume to: yashwanth.d@twsol.com