Technical Support Associate Job Description

Position:	Technical Support Associate
Reports To:	Assistant Manager / Manager, Operations
Business Unit:	Global TSO
Location:	Noida

Job Profile

• Deliver First Call 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.
• Provide a professional & competent standard of phone and online support (Chat) for Global customers.
• Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Call back customers waiting for follow-up in the agreed timeframe.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
• Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
• Understand the issue’s business impact & put efforts accordingly to ensure a time response and resolution for the customer.
• Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.
• Resolve undocumented customer issues through advanced problem solving.
• Obtain general understanding of OS and application operations related to product usage.
• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions to the SME/designated contacts so that the trend can be analyzed and feedback is given out to relevant stakeholders.
• Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix.
• Should forward any issues/escalations to next level of support for further resolution.
• Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
• Responsible for following established processes and policies in all customer 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 satisfaction.
• Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, blog creation, responding to forum posts, incident case notes logging and recording, bug logging etc.
• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.

Experience/Qualifications Required

• Must be a Graduate, Technical degree preferred.
• 1-3 years of experience with International Technical Support Center, Enterprise Support is preferred.
• Experience in troubleshooting software on Windows and/or Mac operating systems.
• Technical Support or implementation experience, supporting enterprise software solutions.
• Experience working in a team environment, managing a diverse workload.
• Outstanding written & verbal communication skills in English with a neutral accent.
• Experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS).
• Ability to multi-task and perform effectively under pressure.
• Excellent analytical skills and ability to navigate challenging situations in a professional manner.
• 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).

Company Overview

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

Adobe at a Glance

Headquarters:	San Jose, CA
Founded:	1982
IPO Date:	1986
Employees:	20,000+
Offices:	70+ offices worldwide

About Adobe India

Adobe India offers a brilliant work environment that thrives on innovation, a great corporate culture, core values and some of the brightest coworkers anywhere. Adobe has more than 8000 employees in India and has facilities in Bangalore and Noida. The employees in the Bangalore office mainly work in the areas of product development and quality assurance. The employees in Noida primarily focus on product and quality engineering, in addition to supporting Adobe’s Global Customer Care center. Visit www.adobeindia.com for more information about Adobe India.

Other Info

About Adobe and our three critical endeavors (content authoring, customer experience management and online marketing): http://www.adobe.com/aboutadobe

Adobe Corporate Social Responsibility: http://www.adobe.com/corporateresponsibility/

Adobe Culture and Benefits: http://www.adobe.com/aboutadobe/careeropp/cultureandbenefits.html

Adobe Investor Relations: http://www.adobe.com/aboutadobe/invrelations

Adobe Executive Bios: http://www.adobe.com/about/adobe/pressroom/executivebios