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/email) 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
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
Should forward any issues/escalations to next level of support for further resolution
Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, 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.
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