Adobe—Senior Techncal Support Consultant, ICX

Job description

Description: Job Title: Senior Technical Support Consultant, ICX Location: [Remote] Shift: Rotational (including night shifts) Elevate your career with a leading brand! Join Adobe as a Senior Technical Support Consultant in Noida, Uttar Pradesh, India. Be part of a diverse, innovative culture that turns passion into outstanding customer experiences. Position Overview We are looking for a skilled Senior Technical Support Consultant to join our 24x7 Service Desk team, starting with 24x5 coverage. In this customer-facing role, you’ll handle chats and calls from business owners, providing end-to-end support from purchase to product utilization. Your primary focus will be on delivering outstanding customer experiences while driving product adoption and revenue through upselling Adobe Express and Acrobat Assistant, Acrobat Express & Acrobat Studio along with I2T. 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, 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). 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. Required Qualifications - Education: Bachelor’s Degree in a technical field (or equivalent experience) - Experience: 5+ 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 Preferred Experience - 5+ years in customer service, support, or account management roles - Background in consultative sales or relationship management - Operational knowledge of enterprise tools and cloud-based platforms Why Join Adobe? At Adobe, we're dedicated to providing outstanding employee experiences. You'll be part of a vibrant team that values collaboration, innovation, and integrity. We offer: - Inclusive and diverse work culture - Career growth and learning opportunities - Competitive compensation and benefits - Opportunities to contribute to high-impact digital experiences About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. Skills: technical support, service desk, troubleshooting, customer support, consultative support, adobe acrobat studio, adobe acrobat express, adobe express, adobe assistant, issue escalation, case documentation, windows, mac, billing support, account management, installation support, product utilization support, upselling, cross-selling, active directory, sso, cloud technologies, msi/msp installers, sms, gpo, apple remote desktop, enterprise tools, cloud platforms, analytical skills, problem-solving, consultative sales, relationship management