Technical Support Engineer

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

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!

Job Description       

• 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.
• Provide a professional & competent standard of phone and online support (Chat) for Global customers.
• Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Call back customers waiting for follow-up in the agreed timeframe.
• 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.
• Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
• Understand the issue’s business impact & put efforts accordingly to ensure a timely response and resolution for the customer.
• Resolve known customer issues through the use of a knowledge base, direct use of the product and operating systems, product user guides, and other reference materials.
• Resolve undocumented customer issues through advanced problem-solving.
• Obtain a 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 to the SME/designated contacts so that trends can be analyzed and feedback is given out to relevant stakeholders.
• Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix.
• Should forward any issues/escalations to the next level of support for further resolution
• Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
• Responsible for following established processes and policies in all customer interactions and escalations
• Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction
• Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, blog creation, responding to forum posts, incident case notes logging and recording, bug logging etc.
• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps

Experience/Qualifications Required 

• Must be a Graduate 
• 1-2 years previous International Technical Support Center experience required
• Experience in troubleshooting software on Windows and /or Mac operating systems along with various computer hardware
• Experience working in a team environment, managing a diverse workload
• Outstanding written & verbal communication skills in English with a neutral accent
• 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).