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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!
- Proven communication skills (Spoken & Written) with a typing speed of 50 WPM or above.
- Exceptionally high patience and skill in handling difficult customers.
- Advanced ability to resolve customer issues on Windows and/or Mac operating systems.
- Experience working collaboratively in a team environment and managing a diverse workload.
- Proficient in training and cultural awareness.
- Comprehensive knowledge of Windows, MAC OS, and general desktop support issues and configurations.
- Proficiency in diagnostic tools and utilities such as Msconfig, Task Manager, and Event Viewer.
- General awareness of different regional accents and cultural nuances.
- Ability to apply professional concepts and company policies to resolve various issues.
- Skill in deriving business intelligence from customer dashboards and product utilization metrics.
- Familiarity with Adobe DME products, with advanced knowledge of at least one product being a plus.
Key Responsibilities
- Deliver flawless first-time resolution by handling customer requests and resolving technical and non-technical issues for assigned products on voice and chat channels.
- Handle technical support issues for Adobe Video Products like Premier Pro, After Effects, Audition, and others.
- Provide a proficient standard of online support for global customers.
- Document all customer interactions accurately in a case tracking database.
- Communicate clearly with customers in both verbal and written forms.
- Follow up on customer interactions timely, demonstrating ownership and willingness to resolve issues.
- Gauge customer sentiment and take initiative to advance and resolve issues.
- Effectively communicate product value to support customer adoption and revenue growth.
- Understand customer concern handling procedures and the business impact of issues.
- Skilled in articulating product strengths to drive customer adoption, engagement, and upsell opportunities.
- Report top call generators, severe issues, and new emerging trends.
- Forward unresolved issues to the next level of support for further resolution.
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 applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com 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 [email protected] or call (408) 536-3015.
