Senior Technical Support Consultant

Adobe

Join Adobe's 24x7 Service Desk team as a Sr. Technical Support Consultant.

Posted 7/6/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for Adobe products, with a strong focus on customer satisfaction and retention. Proficient in troubleshooting software issues across various platforms while maintaining effective communication and collaboration with cross-functional teams.

Highest-signal resume keywords

Technical Support ExperienceAdobe Product KnowledgeCustomer Retention StrategiesAnalytical Problem-SolvingCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software SupportWindows EnvironmentMac EnvironmentMSI InstallersApple Remote DesktopActive DirectorySingle Sign-On (SSO)Cloud TechnologiesTroubleshootingCase Documentation

Soft Skills

Customer-FocusedAnalytical ApproachMultitaskingAdaptabilityCalm Under Pressure

Tools & Technologies

Ticketing SystemSMSGroup Policy Object (GPO)

Industry Keywords

B2B SupportEnterprise ClientsCustomer JourneyUpsellingCross-Selling

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Handle real-time chats, calls, and emails from Adobe business users.
Provide consultative support across the customer journey—from onboarding and installation to troubleshooting and post-sales care.
Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion.
Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs).
Maintain excellent knowledge of our products and services to understand customer's needs
Respond to incoming requests for cancellation of services and persuade our customers to remain with us
Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
Identify opportunities to turn dissatisfied customers into happy customers
Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system.
Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
Troubleshoot customer queries related to billing, account management, installation, and product functionality.
Log, prioritize, and triage issues from phone, chat, email, and web channels.
Stay calm under pressure while managing customer sentiment and expectations.
Maintain professional communication and timely responses to all customer interactions.

Requirements

What you’ll need

Education: Bachelor’s Degree in a technical field (or equivalent experience)
Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients
Technical Skills: Experience in software support (Windows and/or Mac environments)
Familiarity with Adobe products (preferred)
Knowledge of MSI/msp installers, SMS, GPO, Apple Remote Desktop (desirable)
Basic knowledge of Active Directory, SSO, and cloud technologies
Communication: Excellent written and verbal English skills with a neutral accent
Soft Skills: A strong analytical and problem-solving approach
Ability to multitask and work in a fast-paced, rotational shift environment
Customer-focused with a consultative approach
High cultural awareness and adaptability

Benefits

Comp & perks

Health insurance
Professional development opportunities