Technical Support Consultant

About Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Role Summary

Assist customers promptly with technical issues, provide expert advice, and collaborate with the Escalations team.

Responsibilities

• Provide a professional & proficient standard of chat, phone, and online support for customers of products like Acrobat DC and Adobe Sign.
• Proactively discover opportunities to increase sales of Adobe products/services by aligning solutions with customer needs.
• Follow established processes and policies in all customer interactions.
• Deliver First Call Resolution by handling customer requests and resolving technical issues as often as possible during the first contact for assigned products.
• Accurately detail all customer interactions in a case tracking database.
• Achieve personal performance targets including case resolution and turnaround time, open case aging, first contact resolution rate, case quality, and customer happiness.
• Develop ongoing knowledge and skills, identifying developmental needs and addressing knowledge gaps.
• Conduct advanced research on issues raised by regional Tier 1 Engineers.
• Assist in testing new and enhanced product features.
• Troubleshoot, validate, and report customer-submitted bug reports.
• Report top call generators, severe issues, new emerging trends, feature requests, and common how-to questions.
• Assist in special projects and other duties as assigned.

Requirements

Skills and Characteristics

• Technically educated to degree level with a minimum of 1-2 years’ experience in this or a similar capacity.
• Highly computer literate with excellent and demonstrable knowledge of technologies applicable to the area of product coverage.
• Excellent interpersonal skills and the ability to communicate clearly at all levels.
• Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas.
• Ability to remain calm, have a flexible attitude, and work with minimum supervision.
• Able to prioritize tasks and manage time effectively.
• Natural inclination to champion customer needs and willingness to advocate on their behalf to other groups and departments.
• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.

Knowledge & Technical Skills Required

• 1-2 years demonstrated professional experience in a technical role including upsell.
• Outstanding account management and customer relationship skills.
• Deep understanding of Windows operating systems and Mac OS knowledge desired.
• Solid knowledge of various file formats.
• Intermediate level understanding of packaging & deploying various Adobe products & versions.
• Independent, self-motivated work and learning style, passionate about staying current with new technologies.
• Excellent English written and oral communications skills a must.

Employment Type

Full time

Equal Employment Opportunity

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.