Job Name : Technical Support
Salary : 18000 – 21000 a Months
Exp: 0 – 2 years
Company Name : Adobe
Location : Remote
Qualification : Graduation
Language : English/Hindi
Job Info –
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!
- Provide a professional & competent standard of chat, phone and Online support for Global customers of products like Captivate, FrameMaker, RoboHelp, Presenter, Presenter Video Express, Technical Communication Suite.
- Provision of Technical & Customer Support and issue resolution services directly to Top Value Customers (TVC), Enterprise (ETLA/CLP/TLP) customers, eVIP customers, Perpetual customers and Individual Subscription customers, leveraging appropriate internal and external resources to bring cases to closure.
- Responsible for following established processes and policies in all customers’ interactions.
- Deliver First Call 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.
- Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
- Accountable for personal achievement against performance targets including case resolution and turnaround time, open case aging, first contact resolution rate, case quality and customer satisfaction.
- Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
- Advanced research on issues escalated 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.
- Technically educated to degree level with a minimum of 1-2 years’ experience in this or similar capacity.
- Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies.
- Excellent inter-personal 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, sometimes in sensitive situations.
- Ability to remain calm, have a flexible attitude and to work with minimum supervision.
- Able to prioritize tasks and manage time effectively.
- Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments.
- Ability to work flexible hours on a rotational basis to provide 24×7 support coverage.
- 1-2 years demonstrated professional experience in a technical role.
- Superior account management and customer relationship skills.
- Deep understanding of Windows operating systems and Mac OS knowledge desired.
- Proficiency in HTML, CSS, JS & SharePoint.
- Should have basic level understanding of Learning Management System.
- Solid knowledge on various file formats.
- Intermediate level understanding of packaging & deploying various Adobe products & versions.
- Independent, self-motivated work and learning style, focused on staying current with emerging technologies.
- Excellent English written and oral communications skills a must.
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