Sr Technical Support Consultant - PPBU

Responsibilities:

• Provide a professional & proficient standard of chat, phone, and email support for Global English customers of products like Captivate, FrameMaker, RoboHelp, RoboHelp Server, FrameMaker Publishing Server, and Technical Communication Suite.
• Deliver technical and customer support along with issue resolution to Top Value Customers, Enterprise (ETLA) customers, Teams (VIP/eVIP), and Individual Subscription customers. Use the right resources to resolve cases.
• Deliver First Call Resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products.
• Accurately detail every customer communication in a case tracking database. Content to be logged in full written English.
• Achieve personal performance targets, including case resolution, AUX hygiene, open case aging and first contact resolution rate
• Conduct advanced research on issues brought up by regional Tier 1 Engineers.
• Assist in testing new and enhanced product features.
• Assist in special projects and other duties as assigned.
  
  

Requirements

Skills and Characteristics:

• Graduate with more than 2 years of experience in technical support domain.
• Technically proficient with strong knowledge of relevant technologies. Dependable, confident, and able to follow established processes and chain of command.
• Good interpersonal skills and the ability to communicate clearly at all levels.
• Outstanding oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.
• Ability to remain calm, have a flexible attitude, and work with minimum supervision.
• Able to prioritize tasks and manage time effectively.
• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.
  
  

Knowledge & Technical Skills Required

• Outstanding account management and customer relationship skills.
• Deep understanding of Windows operating systems and Mac OS knowledge desired.
• Proficiency in HTML, CSS, JS & SharePoint.
• Basic understanding of Learning Management System.
• Solid knowledge of various file formats.
• Intermediate level knowledge of packaging and deploying a range of Adobe products and versions.
• Independent, self-motivated work and learning style, passionate about new technologies.
• Excellent English written and verbal communications skills is a key requirement.
  
  

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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, email accommodations@adobe.com or call +1 408-536-3015.

AI Use Guidelines for Interviews:

Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

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