Adobe

Senior Technical Support Consultant

Adobe

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

Visit company website
✨ AI Apply
Apply

Job Level

Senior

Tech Stack

Cloud

About the role

  • 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

  • Bachelor’s Degree in a technical field (or equivalent experience)
  • 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients
  • 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
  • Excellent written and verbal English skills with a neutral accent
  • 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
  • Equal Employment Opportunity employer
  • Accessibility accommodations for disabilities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportsoftware supportMSI installersmsp installersSMSGPOApple Remote DesktopActive DirectorySSOcloud technologies
Soft skills
analytical skillsproblem-solvingmultitaskingcustomer-focusedconsultative approachcultural awarenessadaptabilitycalm under pressureprofessional communicationtimely responses
Certifications
Bachelor’s Degree in a technical field