Adobe is looking for Technical Support Consultant in Uttar Pradesh, India. Candidates with Any Graduate are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
|Technical Support Consultant
|2018/ 2019/ 2020/ 2021/ 2022/ 2023/ 2024
|Remote (Work From Home)
- Provide efficient and effective resolution to customer inquiries and technical/non-technical issues across voice and chat channels, aiming for first-time resolution whenever feasible, particularly for designated products such as Digital Imaging Adobe Products (Premier Pro, After Effects, Character Animator, Premier Rush, Media Encoder, etc.).
- Offer professional and proficient online support to a global customer base, ensuring accuracy in documenting all customer interactions in a comprehensive case tracking database, using clear written English.
- Maintain clear and articulate communication with customers, both verbally and in written correspondence, while adhering to timely follow-up practices and demonstrating ownership in issue resolution.
- Evaluate customer sentiment throughout interactions, proactively escalating concerns and involving supervisors when necessary, demonstrating a thorough understanding of escalation handling procedures.
- Assess the business impact of customer issues, acquiring a general understanding of operating systems and application operations related to product usage.
- Report key trends, top call generators, severe issues, emerging trends, feature requests, and common queries to support product managers, forwarding any issues or escalations to higher levels of support for further resolution.
- Recognize and comprehend top issues identified by Support Product Managers to facilitate resolution and address additional instances as needed.
- Graduate with a full-time degree.
- Exceptional communication skills, both verbal and written, with a typing speed of 50 words per minute or higher.
- Strong customer service aptitude with the ability to effectively address customer needs.
- Demonstrated patience and proficiency in handling challenging customer situations.
- Ability to excel in customer service, including resolving escalated issues with professionalism and efficiency.
- Proficiency in troubleshooting software on Windows and/or Mac operating systems.
- Experience collaborating within team environments and managing diverse workloads.
- Capable of delivering training sessions effectively.
- Completion of a full-time undergraduate degree program.
- Cultural sensitivity and conversational proficiency in English.
- Proficient knowledge of Windows, macOS, and general desktop support configurations.
- Skilled in troubleshooting and utilizing diagnostic tools and utilities such as Msconfig, Task Manager, Event Viewer, and fundamental networking technologies.
- General cultural awareness, particularly for agents supporting customers in regions other than their own, including the ability to discern and understand different regional accents and possess basic knowledge of regional geography.
- Application of professional concepts and adherence to company policies and procedures in issue resolution.
- Ability to extract business insights from customer dashboards and product utilization metrics to tailor electronic client communications and foster future opportunities for expanding Adobe’s solutions.
- Basic familiarity with Adobe DME products, with advanced knowledge of at least one product considered advantageous.
Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.
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