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!
- Deliver 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 Digital Imaging Adobe Products (Photoshop, Lightroom, Bridge, Camera Raw, Dimension, Substance 3D).
- Provide a professional & proficient standard of online support for global customers.
- Effectively communicate product value to customers and support conversions in driving adoption and revenue growth.
- Accurately detail all customer interactions in a case tracking database.
- Communicate and articulate clearly with customers in both verbal and written communication.
- Respond to interactions promptly.
- Demonstrate ownership and resolve issues promptly.
- Assess customer sentiment during communication and bring up issues to supervisors if necessary.
- Understand customer concern handling procedures and the issue's business impact.
- Acquire 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.
- Forward unresolved issues and customer concerns to the next level of support for further resolution.
- Support the resolution of top issues detailed by Support Product Managers.
- Excellent communication skills (spoken and written) with a typing speed of 50 WPM or above.
- Proven customer service skills and the ability to handle and resolve advanced customer issues.
- Experience in troubleshooting software on Windows and/or Mac operating systems.
- Ability to manage a diverse workload in a team environment.
- Training skills and cultural awareness, especially for supporting customers in different regions.
- Proficient knowledge of Windows, Mac OS, and general desktop support issues & configurations.
- Proficiency in using diagnostic tools and utilities (e.g., Msconfig, Task Manager, Event Viewer).
- General knowledge of Adobe DME products; advanced knowledge of at least one product is a plus.
- Must be a graduate (full-time).
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.
