Sr. Technical Support Consultant

We are looking for a skilled Sr. 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 experience while driving product adoption and revenue through upselling and customer retention. 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 offerings, 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). Maintain excellent knowledge of our products and services to understand customer's needs Respond to incoming requests for cancellation of services and persuade our customers to remain with us Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated Identify opportunities to turn dissatisfied customers into happy customers 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: 2+ 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 organizatio ... (truncated, view full listing at source)