Technical Support Engineer

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

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!

As our Enterprise business continues to grow, our Customer Support organization needs to evolve and adapt in order to continue providing world class service to our customers. One key step in our evolution is the creation of a centralized Service Desk which is able to take in issues from our customers regardless of the support channel. The primary function of the Service Desk is to triage, prioritize and quickly connect our customers to the best available resource to resolve their issues. We are looking for energetic, passionate and professional talent.

What you’ll do:

• Be part of a 24×7 Enterprise grade Service Desk team
• Triage issues coming from various channels such as phone, chat or web portal
• Prioritize customer urgency and issues priority
• Search and reuse information gain from our internal information repositories
• Log all incidents and requests into our case management system
• Accurately document all customer interactions in a case management system
• Connect issues and cases to the most appropriate and effective resource
• Creates positive experiences through effective and clear communications,
• appropriate sense of urgency and a respect for our customer’s time and effort

What you’ll need to succeed:

• Ability to assess customer sentiment at all stages during the communication
• Ability to drive issues through the organization with urgency
• Ability to communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism
• Ability to understand the business impact of issues
• Ability to stay calm under stressful conditions while driving issues forward
• Ability to quickly learn and apply new knowledge and concepts

Experience & Qualifications:

• Must be a technical graduate
• 2+ years previous Technical Support Center experience required with an emphasis on business to business interactions. Knowledge of Adobe products will be preferable
• Experience in supporting software applications and troubleshooting in a Windows and /or Mac Operating systems
• Familiarity with msi and msp installers as well as deployment technologies such as SMS, GPO, Apple Remote Desktop
• Basic knowledge of Active Directory, Cloud technology, SSO is an advantage
• Experience working in a team environment and managing a diverse workload
• Outstanding written & verbal communication skills in English with a neutral accent
• General cultural awareness, particularly for agents who are supporting customers in region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers)