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Technical Support Consultant

4.00 to 10.00 Years   Noida   07 Jun, 2022
Adobe Systems
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / HelpdeskGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Technical Support Consultant Photography 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 theyre 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 Adobes 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 customers 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 issues 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.,

Keyskills :
troubleshootingtechnical supportnetworkingactive directory

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