Technical Support Engineer – Web Requirements

About Adobe India

Changing the world through digital experiences is what Adobe’s all about. They give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences. They are passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. It provides ingenious solutions for advertising and recording problems for everybody to empower online products and provides dimensive enthralling exposures to the customers.

Your requirements

As a Technical Support Consultant, your role is,

• Deliver first-time 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 on voice and chat channels.
• The Job will include handling Technical support issues for Digital Video Audio Adobe Products(Premier Pro, After Effects, Audition, Character Animator, Media Encoder).
• Provide a professional & competent standard of online support for Global customers.
• Accurately document all customer interactions in a case tracking database, when applicable.-Content to be logged in full written English
• Communicate and articulate clearly with the customer (in both verbal and written communication).

Training, development & rotations

Adobe provides permits and accessibility to its products for every age and ethnic group. It runs Adobe Digital Academy to train people to learn advanced skills. It also educates people through other organizations. It trains artisans of every age group.    

Salary & benefits

The average annual salary for a Technical Support Consultant up to 1 year of experience is around INR 4.5 to 5 LPA (Source: Ambition Box). The company takes care of you and your loved ones and will support you with a competitive and comprehensive benefits package. Below are some highlights,

• Alterable timings
• Paid holidays after 5 years
• Training 
• Gym
• Free meals and snacks
• Free conveyance
• Remote work

Career progression

Adobe provides equal opportunities to its candidates. It hires individuals throughout the world on the basis of their talent. It invests in the education of its employees and provides feedback through Adobe Check-In talks. The company got the award for the best employer as it promotes the uniqueness of each employee and supports them in their careers. It provides opportunities to gain information that is professionally profound.

Work-life balance

Work-life balance is rated at 4.8/5.0 according to Ambition Box. Work days are usually from Monday to Friday. They have flexible work timings. It has a good Inclusive work environment and provides the opportunity for all its employees, globally to work flexibly with work-from-home options.

Culture & vibe

Adobe provides an environment where workers can express their capabilities and can progress. The staff is respectful towards each other. The company prefers diversity, so that, students, creativity experts, entrepreneurs, government authorities, broad worldwide brands, and employees with their different life incidents can be a part of the company.

It also focuses on inclusion through the benevolence and engagement of employees, society, and partners. It promotes gender, corporal, and disability impartiality. It builds different societies and networking, so that, the staff can get along with each other. It highly motivates its employees to bring new ideas and graphics.

About You

To apply for this role, you must;

• Be a Graduate (full-time)
• Have Cultural awareness
• Have conversational English
• Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations
• Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection
• 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)
• Uses professional concepts; applies company policies and procedures to resolve a variety of issues.
• Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients' use of Adobe's solutions.
• General knowledge of Adobe DME products-Advanced knowledge of at least 1 product is a plus.

To be an attractive candidate the following key skills are desired,

• Excellent communication (Spoken & Written).
• Good Customer Service Skills-High patience and pacifying skill to handle difficult customers
• Excellent Customer Service Skills + ability to deal handle and resolve escalated customer issues
• Experience in troubleshooting software on Windows and /or Mac operating systems
• Experience working in a team environment, managing a diverse workload

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be submitted.

The selection process for a fresher will be conducted online in two steps: First, there will be an online test, and for those who clear the first round, virtual interviews will be conducted.