Senior Techncal Support Consultant, ICX

Adobe Systems
India
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Analytical thinking","Problem-solving","Multitasking","Customer-focused","Adaptability"]

Join Adobe’s 24x7 Service Desk as a Senior Technical Support Consultant, providing end-to-end support via chat, calls, and email for business users. Triage and troubleshoot issues across onboarding, installation, billing, accounts, and product functionality, while maintaining accurate ticket documentation. Drive customer happiness and efficiency metrics like AHT, and contribute to revenue and adoption through upsell and cross-sell of Adobe Express and Acrobat-related products and I2T.

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FursaFursa
Adobe Systems
Adobe Systems
4 hours ago

Senior Techncal Support Consultant, ICX

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Last checked: 4 hours agoStatus: Live

Job Summary

Join Adobe’s 24x7 Service Desk as a Senior Technical Support Consultant, providing end-to-end support via chat, calls, and email for business users. Triage and troubleshoot issues across onboarding, installation, billing, accounts, and product functionality, while maintaining accurate ticket documentation. Drive customer happiness and efficiency metrics like AHT, and contribute to revenue and adoption through upsell and cross-sell of Adobe Express and Acrobat-related products and I2T.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •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 Express and Acrobat Assistant/Acrobat Express/Acrobat Studio along with I2T to support revenue growth and user expansion.
  • •Collaborate with cross-functional product and engineering teams to resolve complex issues using SMEs.
  • •Troubleshoot and triage billing, account, installation, and product functionality issues while maintaining timely follow-ups and accurate case documentation in the ticketing system.

Key Requirements

  • •Bachelor’s degree in a technical field (or equivalent experience).
  • •5+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients.
  • •Experience supporting software on Windows and/or Mac environments.
  • •Knowledge of Active Directory, SSO, and cloud technologies.
  • •Excellent written and verbal English communication with a neutral accent.
Experience:5+ yearsB2B supportEnterprise clients
Education:Bachelor's
Skills:Analytical thinkingProblem-solvingMultitaskingCustomer-focusedAdaptability
Languages:English
Tech Stack:WindowsMacActive DirectorySSOCloud technologiesMsi/msp installersSMSGPOApple Remote DesktopTicketing systemAdobe ExpressAdobe Acrobat AssistantAcrobat ExpressAcrobat StudioI2TAdobe Acrobat StudioEmailWeb

Company Brief

Adobe Systems
Provides creative, marketing, and document management software and cloud services, including Photoshop, Illustrator, Acrobat, and the Adobe Experience Cloud, serving creative professionals, enterprises, and governments worldwide.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1982
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