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22 November 2016

Technical Support Associate AT adobe

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Position: Technical Support Associate
Business Unit: Customer Experience


Our company
At Adobe, were changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every dayand were the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
What youll do
Provide phone, chat, and social media support for customer service issues including billing, account management, refunds, & Technical Support issues such as troubleshooting download and Installation issues.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Accurately document all customer interactions in a case tracking database.
Communicate and articulate clearly with the customer (in both verbal and written communication).
Build sustainable relationships of trust through open and interactive communication
Assess customer sentiment at all stages during the communication, understand the impact of the issue, and escalate as needed for quick resolution of issue
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
Follow communication procedures, guidelines and policies
. Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions
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What you need to succeed

  • 0-3 years experience
  • Fundamental Knowledge of Windows, MAC OS, and general desktop support issues & configurations
  • Knowledge of troubleshooting & proficiency using diagnostic tools & utilities. Ex: Msconfig, Task manager, Evernt Viewer Etc...
  • Knowledge of the fundamentals of networking technologies
  • Knowledge of basic internet connectivity and browser troubleshooting for wireless and wired connection
  • General knowledge of Adobe DME products
  • Good communication (Verbal, Written, and Listening)
  • Good Customer Service Skills
  • Experience in troubleshooting software on Windows and /or Mac operating systems
  • Experience working in a team environment, managing a diverse workload
  • Must be a Graduate ( full time)
  • Adobe is an equal opportunity/affirmative action employer. We welcome and encourage diversity in the workplace.

Experience 1 - 3 Years
Industry Type IT-Software / Software Services
Functional Area IT Software - Application Programming, Maintenance
Education
UG - Any Graduate - Any Specialization, B.Tech/B.E. - Any Specialization
PG -
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