Requirements:

- Excellent communication (Spoken & Written).
- 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 Web Products
(Adobe Express, Firefly, Animate, Dreamweaver & Adobe XD).
- 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.