Customer Service Representative 2

We are looking for a skilled Sr. Technical Support Consultant to join our 24x7 Service Desk team, providing end-to-end support from purchase to product utilization, and delivering outstanding customer experience while driving product adoption and revenue through upselling and customer retention.

Requirements

• 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.

Benefits

• Inclusive and diverse work culture
• Career growth and learning opportunities
• Competitive compensation and benefits
• Opportunities to contribute to high-impact digital experiences