Technical Support Consultant

Responsibilities: Provide a professional & competent standard of chat, phone and Online support for Global customers for Adobe DC. Responsible for following established processes and policies in all customers’ interactions. 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. Accurately document all customer interactions in a case tracking database. Content to be logged in full written English. Accountable for personal achievement against performance targets including case resolution and turnaround time, open case aging, first contact resolution rate, case quality and customer satisfaction. Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps. Advanced research on issues escalated. Assist in testing new and enhanced product features. Troubleshoot, validate and report customer submitted bug reports. Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions. Assist in special projects and other duties as assigned.