[Remote] Sr. Technical Support Consultant at Adobe

India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

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
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
Preferred: 5+ years in customer service, support, or account management roles
Preferred: Background in consultative sales or relationship management
Preferred: Operational knowledge of enterprise tools and cloud-based platforms

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 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

Skills

Technical Support

Customer Service

Troubleshooting

Upselling

Cross-selling

Customer Retention

Service Desk

Onboarding

Installation Support

Adobe Products

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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