Technical Support Consultant

Job Title: Technical Support Consultant

Requirements:

• Communication Skills:

  Excellent spoken and written communication.

• Customer Service:

  High patience, ability to handle escalated customer issues and provide excellent support.

• Technical Troubleshooting:

  Experience with software troubleshooting on Windows/macOS, including diagnostic tools (e.g., Task Manager, Event Viewer, MS Configuration.

• Technical Knowledge:

  Familiar with networking, internet connectivity, and basic browser troubleshooting.

• Education:

  Graduate (Full-time).

• Cultural Awareness:

  Ability to engage with customers across regions and understand different accents, cultures, and regional specifics.

• Product Knowledge:

  Familiarity with Adobe Digital Media products (e.g., Photoshop, Lightroom, Camera Raw), with advanced knowledge of at least one product being a plus.

Key Responsibilities:

• First Contact Resolution:

  Handle and resolve customer issues (technical and non-technical) through voice and chat channels.

• Upselling:

  Identify opportunities to upsell relevant products/services to maximize revenue per customer.

• Technical Support:

  Provide support for Adobe Digital Imaging Products (Photoshop, Lightroom, Bridge, Camera Raw, Dimension).

• Documentation:

  Accurately log all customer interactions in a case tracking system.

• Customer Interaction:

  Communicate effectively, ensuring clarity in both verbal and written forms. Follow up on unresolved issues.

• Issue Resolution:

  Take ownership of customer issues, escalate when necessary, and ensure timely resolutions.

• Sentiment Assessment:

  Evaluate customer sentiment and escalate to supervisors when needed.

• Report Trends:

  Monitor and report on common issues, feature requests, and emerging trends.

• Escalation Handling:

  Forward unresolved issues/escalations to the next level of support.

Interested candidates can contact on below mentioned details-

mansi.sa@dinllp.com or on 8368864718