Sr Technical Support Consultant

Adobe — Remote India

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

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