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 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.
Proactively contact customers identified as at risk of cancellation to retain them.
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 managing customer sentiment and expectations.
Maintain professional communication and timely responses to all customer interactions.

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

Senior Technical Support Consultant

Key skills