Sr. Technical Support Consultant

Sr. Technical Support Consultant

We are looking for a skilled Sr. Technical Support Consultant to join our 24x7 Service Desk team, starting with 24x5 coverage. In this customer-facing role, you’ll handle chats and calls from business owners, providing end-to-end support from purchase to product utilization. Your primary focus will be on delivering outstanding customer experience while driving product adoption and revenue through upselling and customer retention.

Key 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 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.

Required Qualifications

Education: Bachelor’s Degree in a technical field (or equivalent experience)

Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients

Technical Skills:

• 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
• Communication: Excellent written and verbal English skills with a neutral accent

Soft Skills:

• 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

Preferred Experience

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

Why Join Adobe?

At Adobe, we're dedicated to providing outstanding employee experiences. You'll be part of a vibrant team that values collaboration, innovation, and integrity. We offer:

• Inclusive and diverse work culture
• Career growth and learning opportunities
• Competitive compensation and benefits
• Opportunities to contribute to high-impact digital experiences

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences.