Technical Support Consultant 2

Our Company

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We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

Job Summary:

We are seeking an experienced and customer-focused Sr. Technical Support Consultant to join our 24x7 Enterprise Grade Support team. In this role, you will provide advanced technical support for Adobe Frame to enterprise customers via chat and email. You will be responsible for triaging issues, resolving complex and escalated technical problems, handling escalations, and mentoring frontline teams to ensure a world-class customer experience.

Key Responsibilities:

Be part of a 24x7 Enterprise Grade Frame IO SME team

Provide Tier 2 technical support to Adobe Frame IO customers across Windows and MacOS platforms.

Provide direct Support to Enterprise customers.

Handle support requests through chats and emails.

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 and Engineering team.

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 features and usage via hands-on experience and training.

Required Qualifications:

Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.

Minimum 4 years of experience in Technical Support, Service Desk, Desktop Support, or similar roles.

Should not be in any Performance Improvement Plan in the last 2 years

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 and browser-based troubleshooting in Windows and/or macOS.

Familiarity with remote desktop tools and help desk platforms.

Experience supporting or using Frame IO, Premiere pro, After Effects and other Video Editing products is a strong advantage.

Preferred Qualifications:

Understanding of Frame IO, Premiere Pro, After Effects, and Other Video Editing softwares

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.

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