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Technical Support Consultant - Photography

Adobe
Not Specified
Not Specified

Job Description


Requirements:
- Excellent communication (Spoken & 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: Msconfig, 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.
Key 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
(Photoshop, Lightroom., Bridge, Camera Raw, Dimension)
- 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.

Job Details

Employment Types:

Industry:

Function:

IT

About Adobe

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world . You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us! Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. Adobe aims to make adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact accomodations@adobe.com .

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