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Adobe Career | Technical Support Consultant

Adobe Career 2024 Invites Students From Various Disciplines to apply for the Position of Technical Support Consultant in Work From Home. Below you will find more details about what you need to know if you are Interested and Eligible

Adobe Recruitment Details :-

Company Name:Adobe
Post Name:Technical Support Consultant
Salary:INR 6.4-8 LPA (via Glassdoor)
Degree:Bachelor’s/Master’s Degree
Job Location:Work From Home

Job Description & Responsibilities:-

  • Deliver first time resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.
  • The Job will include handling Technical support issues for Digital Imaging Adobe Products(Premier Pro, After effects, Character Animator, Premier Rush Media Encoder etc. )
  • Provide a professional & competent standard of online support for Global customers.
  • Accurately document all customer interactions in a case tracking database, when applicable.
  • Content to be logged in full written English-Communicate and articulate clearly with the customer (in both verbal and written communication).
  • Follow-up on interactions in timely fashion.
  • Demonstrate ownership and willingness to resolve issues in a timely manner.-Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer
  • Understanding of escalation handling procedures-Understand the issue’s business impact-Obtain general understanding of OS and application operations related to product usage
  • Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions-Should forward any issues/escalations to next level of support for further resolution
  • Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.

Eligibility Criteria:-

  • Bachelor’s/Master’s Degree

Preferred Skill Set:-

  • Excellent communication (Spoken and written). Typing speed of 50 WPM or above.
  • Good Customer Service Skills
  • High patience and pacifying skill to handle difficult customers.
  • Excellent Customer Service Skills + ability to deal handle and resolve escalated customer issues-Experience in troubleshooting software on Windows and /or Mac operating systems
  • Experience working in a team environment, managing a diverse workload-Training skills-Must be a Graduate (full time)
  • Cultural awareness – conversational English-Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations-Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Ms config, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.
  • General cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
  • Uses professional concepts; applies company policies and procedures to resolve a variety of issues.-Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients’ use of Adobe’s solutions.-General knowledge of Adobe DME products-Advanced knowledge of at least 1 product is a plus.

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