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Enterprise Tech support
2 weeks ago
Key Responsibilities:
- Be part of a 24x7 Enterprise Grade Service Desk Team
- Provide Tier 1 technical support for a wide range of Adobe products across Windows and macOS platforms.
- Handle support requests through multiple channels including phone, chat, email, and web portal.
- Triage, prioritize, and resolve customer issues with a focus on First Call Resolution.
- Utilize customer insights and case history to personalize upsell recommendations, ensuring relevance and customer value.
- Accurately log all customer interactions, incidents, and service requests in the CRM/case management system.
- Use internal knowledge bases and technical documentation to provide accurate and timely solutions.
- Escalate unresolved or complex issues to appropriate internal and engineering teams following escalation protocols.
- Support software installation, deployment, and configuration activities for licensed users.
- Guide customers through troubleshooting steps, providing clear and concise instructions.
- Effectively manage irate customer situations with empathy, active listening, and professionalism.
- Ensure timely customer follow-ups and updates within defined SLAs.
- Proactively identify and report recurring issues, feature requests, and emerging trends to management.
- Continuously update technical knowledge and skills to stay current with product updates and support best practices.
Contribute to the improvement of support processes and documentation.
- Maintain a strong understanding of Adobe product features and usage via hands-on experience and training
Required Qualifications:
- Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.
- Minimum 2 years of experience in Technical Support, Service Desk, IT Support, or similar roles with international clients is mandatory.
- Proficient in supporting enterprise customers and business-critical environments.
- Strong verbal and written communication skills in English with a neutral accent.
- Demonstrated ability to manage a diverse workload in a team-oriented environment.
- Hands-on experience with software troubleshooting in Windows and/or macOS.
- Familiarity with remote desktop tools and help desk platforms.
- Experience supporting or using Adobe products is a strong advantage.
Preferred Qualifications:
- Understanding of deployment tools and technologies (e.g., MSI/MSP installers, SMS, GPO, Apple Remote Desktop).
- Basic knowledge of Active Directory, SSO, and cloud-based technologies.
- Familiarity with enterprise IT environments and B2B support operations.
- Ability to recognize and adapt to different cultural and regional communication styles.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Experience with knowledge base usage and documentation best practices
Note : Please do not apply desktop support experienced .
Interested candidate can contact at Minti : /
