Senior Technical Support Consultant
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Job Description
Technical Support Consultant providing end-to-end customer support for Adobe products. Handling inquiries, upselling services, and ensuring customer satisfaction in a remote setup.
Responsibilities:
- Handle real-time chats, calls, and emails from Adobe business users.
- Provide consultative support across the customer journey—from onboarding and installation to troubleshooting and post-sales care.
- Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion.
- Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs).
- Maintain excellent knowledge of our products and services to understand customer's needs
- Respond to incoming requests for cancellation of services and persuade our customers to remain with us
- Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
- Identify opportunities to turn dissatisfied customers into happy customers
- Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system.
- Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
- Troubleshoot customer queries related to billing, account management, installation, and product functionality.
- Log, prioritize, and triage issues from phone, chat, email, and web channels.
- Stay calm under pressure while managing customer sentiment and expectations.
- Maintain professional communication and timely responses to all customer interactions.
Requirements:
- Education: Bachelor’s Degree in a technical field (or equivalent experience)
- Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients
- Technical Skills: Experience in software support (Windows and/or Mac environments)
- Familiarity with Adobe products (preferred)
- Knowledge of MSI/msp installers, SMS, GPO, Apple Remote Desktop (desirable)
- Basic knowledge of Active Directory, SSO, and cloud technologies
- Communication: Excellent written and verbal English skills with a neutral accent
- Soft Skills: A strong analytical and problem-solving approach
- Ability to multitask and work in a fast-paced, rotational shift environment
- Customer-focused with a consultative approach
- High cultural awareness and adaptability
Benefits:
- Inclusive and diverse work culture
- Career growth and learning opportunities
- Competitive compensation and benefits
- Opportunities to contribute to high-impact digital experiences
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