Senior Technical Support Engineer

Adobe — Remote India

Position: Sr Technical Support Engineer Adobe – An Award-Winning Employer Adobe believes in hiring the very best and that’s why our dynamic working environment has received awards throughout the globe. Recognizing that employees are at the core of our success, Adobe recruits and retains highly qualified and motivated individuals, creates an environment where they can innovate and achieve their best, and rewards them for their performance by giving them an opportunity to share in the company’s success. Experience A Day in the Life at Adobe. Position Summary: As a Subject Matter Expert (SME) your role is pivotal in ensuring utmost customer satisfaction and success. This involves adeptly diagnosing and resolving customer issues through effective troubleshooting methodologies. Furthermore, you will guide customers through the resolution process, offering clear step-by-step instructions and demonstrations as required, ensuring their comprehension and ability to implement solutions effectively. Your dedication to customer care is exemplified by your commitment to owning issues, furnishing expert guidance, and capitalizing on opportunities wherever feasible. Specifically, your duties entail receiving inbound issues, conducting thorough triage and analysis, diagnosing technical challenges, and efficiently resolving them. Additionally, you will meticulously document, track, and record all customer interactions and issues, fostering transparency and accountability. Responsibilities: • Provision of Technical Support and issue resolution services to Adobe's directly to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure. • Responsible for following established processes and policies in all customers’ interactions and escalations. • Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer sati

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