operations,The challenge:This position will have the responsibility for the 24x7 delivery of support services of Adobes largest and most strategic enterprise customers. Leading a team of approximately ~12-18 Technical Support specialists, this position has responsibility to ensure each team member is effectively trained and equipped to resolve technical incidents for Adobe product offerings. This includes building a team culture of service excellence, technical credibility, and efficient problem resolution to address customer concerns.What you'll do:1. Lead and manage the enterprise support team to build and promote a culture of service excellence. 2. Work with Adobe support managers & leaders to benchmark, identify, implement, and measure support as well as business-related metrics. 3. Manage your teams performance to ensure all KPIs and service level agreements are met. 4. People management, including hiring, goal-setting mentoring, and progressive discipline. 5. Ensure effective workforce planning, skills, and resources to enable support of expected customer needs and call volumes. 6. Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience to support the timely delivery of business and customer needs. 7. Build strong technical expertise and capability within the team. 8. Develop and deliver key initiatives to improve business processes and customer service delivery 9. Assist in the development and implementation of strategic plans initiatives and direction 10. Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues 11. Participate in departmental projects and deployments of new products and services pre- and post-launch12. Act as a liaison between the technical support team, cross-functional departments, and engineering staff.13. Act as the customers advocate in working with Engineering and Product Management on supportability of product and the customers experience of using Adobe productsWhat you need to succeed:At least 5 years+ experience leading a 24/7 team with exposure to enterprise segments in customer care or logistics Deep knowledge of services operations, including benchmark measures for success Ability to lead by influence and work effectively in highly matrixed organizations Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting Strong knowledge and experience with industry best practice multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing Ability to develop and mentor a customer service organization that can empathize with customers and convey confidenceExperience in a customer environment is preferred

Responsibilities:guidelines while Quality AuditorJob description:The quality auditor is responsible for evaluating and improving the quality and effectiveness of the processes within the organization. This role involves conducting audits, identifying defects, analysing performance metrics, providing actionable feedback, and collaborating with cross-functional teams to resolve issues and customer interactions.Eligibility criteria:Minimum of 2 years of experience as a quality auditor in sales and supportKey Abilities:Evaluate customer interactions, identify areas for improvement, and provide actionable feedback to enhance agent effectivenessExperience in analyzing trends, conducting root cause analysis, and collaborating with cross-functional teams to drive continuous quality improvementsThorough knowledge of industry-standard tools & good communication skillsOrganized, self-motivated, and proactive, with the ability to prioritize tasksFlexible approach and ability to adapt to changing business needs and processesExcellent analytical skills, organization, critical thinking, and problem-solving skillsProficiency with computers, especially MS Office (Specifically Excel), Power BI, and other analytics softwareAbility to recognize patterns and trends in large data sets and use numerical information to develop business strategiesExcellent presentation, research, and verbal and written communicationAbility to summarize and explain complex information to othersResponsibilities: Assess and monitor both inbound and outbound sales calls, focusing on adherence to company scripts, customer engagement strategies, and sales processes.Evaluate various customer support interactions, including calls, emails, live chats, and other communication methods, to confirm compliance with company policies, procedures, and quality standards.Identify opportunities for improvement in customer interactions by evaluating key performance metrics such as professionalism, tone, problem-solving effectiveness, empathy, and product knowledge.Ensure all interactions meet service quality standards, enhance customer satisfaction, and comply with established quality guidelines while driving efficiencies and maximizing customer value.Provide management with actionable insights on areas needing improvement that directly impact both customer experience and sales results.Work collaboratively with cross-functional teams to implement corrective actions and preventative strategies to improve the overall customer experience and boost sales growth.Track key performance indicators (KPIs) related to sales quality and customer satisfaction over time, providing leadership with insights and identifying areas for improvement.Perform trend analysis on reviews to uncover gaps in customer support processes, sales techniques, and areas for improvement in customer satisfaction, process compliance, and upselling opportunitiesTake initiative by suggesting strategies and changes that help meet business objectives and drive performance Work with the enablement team and use root cause analysis to suggest required training Demonstrate necessary soft skills in all communication formats/channels and be cognizant & respectful of regional and global interaction nuancesMaintain reports and data to provide valuable insights into business performance and individual representative effectiveness Demonstration of measurable streamlining initiatives by using quality methodologies and a thorough understanding of Global Quality GuidelinesPositioning the right questions to encourage solution-driven thinking and have an empathetic approach to the learner's abilities and feelingsDesired Skills and Competencies:Attention to detailStrong communication skillsAnalytical & critical thinkingAccountabilityTransparency and integrityEmotional IntelligenceFocused

Maintain excellent knowledge of our products and services in order to understand customer's needs.Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us.Apply sales/Retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualised solutions to customers and closing all saves with integrity.Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customers request or issue.Identify opportunities to turn dissatisfied customers into happy customers.Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.Report regularly to their respective manager on all activities relating to the role.Deliver a high-quality, business-to-business support service, resolving customer enquiries at the first point of contact wherever possible.Always act in a mature and professional manner towards customers and all Adobe employees.Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support with excellent spelling, grammar and attention to detailShow confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their servicesFollow documented procedure for the type of contact the customer needs using tools & resources to help resolve customer issues (escalation points, knowledgebase tools, internal applications, etc.).Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer's needs.Manage all required follow-up work on time and aim to meet or exceed customers expectations.What you need to succeed:Proficiency to use web-based tools to stay current on Adobe products, features, services, and offers.Work independently within established procedures associated with the specific job function and consistently exceed in all metrics.Tech-savvy and a quick learner with the ability to manage tasks in an agreed-upon timeframe.Experience of working in a team environment and managing a diverse workload.Goal-orientated, self-motivated, confident, thorough, and tenacious with excellent communication and influencing skills.Advanced negotiation and conflict resolution skills.Understanding of key concepts of first-call resolution and customer satisfaction.Adaptable and flexible to change. Willing to work in different shifts.Advanced communication (written and verbal) and interpersonal skills.Brings a sense of urgency to the position to resolve issues fully in a timely manner.General global cultural awareness, as they will be supporting customers from different regions.Sales acumen will make a huge difference in your ability to take on this challenge.

Role & responsibilities:Experience on Aurora is a must.Solar Prelim/Proposal Designers:Create preliminary solar designs and proposals. Designing on the Customer Design Tool: Utilise customer design tools effectively to create accurate initial and proposal designs.Quality Driven Processes: Ensure adherence to quality-driven processes throughout the design and proposal creation process to deliver high-quality output to the customer.Open to work during night shifts to align with the working hours of clients based in the United States, ensuring effective communication and collaboration.Qualifications:Bachelor of Technology (B Tech) or Technical Certification from a reputed institute.Strong attention to detail and ability to work in a fast-paced environment.Excellent communication and collaboration skills.Ability to adapt to night shift work schedules.Work Location: NSEZ Sector 81, NoidaWork Mode: Hybrid

NAME OF PROJECT: Support Service Desk for Adobe's Digital Marketing/Media Enterprise clients:General Description of Project:Be part of a 24x7 Enterprise Grade Service Desk Team (to start with 24x5) = 24*7Triage issues coming from various all channels such as phone (inbound and outbound), chats, and email web portals (Omni Channel).Prioritize customer urgency and issuesSearch and reuse information from internal information repositoriesLog all incidents, requestsand customer interactions into the case management systemDrive issues through the organisation with urgency.Assess customer sentiment at all stages during the communication. Communicate verbally or in writing with the appropriate level of etiquette, timeliness, and professionalism.Understand the business impact of issues.Stay calm under stressful conditions while driving issues forward.Quickly learn and apply new knowledge and concepts.Required Skills for the Job:Must be a technical graduate.Having 2+ years previous Technical Support Centre experience with an emphasis on business-to-business/enterprise support interactions.Outstanding written and verbal communication skills in English with a neutral accent.Experience working in a team environment and managing a diverse workload.Experience in supporting software applications and troubleshooting in Windows and/or Mac environments.Knowledge of Adobe products would be preferred.Familiarity with MSI and MSP installers as well as deployment technologies such as SMS, GPO, and Apple Remote Desktop would be desirable.Basic knowledge of Active Directory, cloud technology, and SSO would be an advantage. General cultural awareness, particularly for resources who are supporting customers in a region other than the one they are located in (e.g., ability to detect and 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.

Job Description Position: IT Manager / System AdministratorLocation: Noida Department: Information TechnologyEducation: AnyHiring Criteria:Experience: 8+ years in Technical Support (Minimum 2 years in Team Management)Technical Background: 5+ years of experience in Tech Support with IT Services organization having 100+ workstationsWork Flexibility: Comfortable with rotational and night shifts as per Business need Position Overview:As an Information Technology/System Administrator you will manage the Internal IT Support team for the organization, ensuring timely and high-quality resolutions to operational and business needs. Key Skills: IT Infrastructure & IT Service Management, IT Planning & Team Management, IT Asset Management &, IT Security Administration, SOPHOS Firewall Management with LAN/WAN TCP/IP DNS, DHCP, Routing, VPN, Telnet, SSH etc. Desktop and Server Management (Windows/Linux), Webserver Management (IIS/Apache/NGINX), Virtualization, VMware etc. MSQL Management & Monitoring and Email service (Office 365) Backup and Storage Management & Recovery ManagementJob Role:Technical Support: Skilled in software installation, asset management, and troubleshooting of hardware and software issues Infrastructure Management: Experienced in server and desktop support, firewall management and antivirus solutions / SOPHOSTeam Coordination: Proven ability to lead and manage teams (of up to 5 desktop support professionals), ensuring seamless IT operations and support across locationsProblem Solving: Expert in resolving complex queries with a methodical approach, collaborating with internal teams and external partners to deliver high-quality solutionsPlanning and Organizing: Demonstrates excellent planning and organizational skills to manage workloads, support team activities, and handle ad-hoc responsibilities effectivelyEnd-services support: Answer user enquiries on in-house IT service Diagnosing: diagnosing and resolving hardware, software, networking and system issues when they a raise.Managing user accounts and permissions, and maintaining accurate documentation of systems configurations and changeCollaborating with other teams and departments, such as IT, operations, and security, to ensure that systems align with business needs Key Responsibilities:Oversee daily operations of the support team, ensuring efficient handling of IT needs and support tickets.Managing Internal IT infrastructureMonitor and manage support queues, team schedules, breaks, and shift plan for optimal coverageHandle business escalations professionally to ensure timely resolution and high customer satisfactionCollaborate with required teams to provide feedback on recurring issues and recommend improvements to reduce ticket volumes

About the Role:As a CQA team member, you will play a pivotal role in handling high-priority customer escalations, ensuring exceptional support experiences, and driving process improvements. This role requires cross-functional collaboration, deep analytical insights, and a strong focus on customer satisfaction.Key skills Required: Bachelors Degree or equivalent is strongly preferred.A minimum of 4 years of customer care or technical support experience in technology or related industries.A minimum of 2 years of call center/customer service related experience in technology or related industries.In-depth knowledge of Adobe or related products and support services.Has consistently met or exceeded expectations in previous roles, demonstrating full mastery and competence in the core individual contributor role in this department/group.Strong communication skills. Has demonstrated, in previous roles, his/her ability to effectively, concisely, and clearly communicate his/her viewpoint, complex or larger-scale business or operational considerations, and key decision points.Additional (desired) Skills: Good time management/organizational skillsStrong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners, and customers.Demonstrates a sound understanding of Adobe's business and multiple functions.Works collaboratively, effectively, and efficiently with others.Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through past experience) to achieve win/win results. Job Description: As part of the CQA Team, you will handle the escalation received directly from Senior Leaders, Adobe Executive Team, and the CEO. Escalations coming from other sources will also be part of the handling scope.This group works cross-functionally with a host of partners/stakeholders.Where role appropriate, has external interaction with customers, partners, vendors, or other external parties and may interact with decision-makers.Basis, the requirement, might have to work over the weekend and be available as an on-call person to handle any escalation received over the weekend.Gather and/or develop information, research, analyses, or other data for his/her manager to support his/her manager’s completion of business improvement initiative.Critically review the escalations received and analyze the root cause of the escalation.Create the CQA review deck as and when required.Completes all training and other development activities promptly and thoroughly.Responsible, always complying with established guidelines, protocols, policies & procedures related to customer service technical support for Adobe products.Consistently complies with all established performance metrics, including response time, case management, and escalation.Apart from handling escalation, participate in business improvement projects and help the operational excellence team in identifying & analyzing the areas of improvement.Consistently complies with all established performance metrics, including response time, case management, and escalation. Responsible, at all times, for ensuring all data entry in customer one, CQA tracker, and management activities performed by him/her are of the highest quality, accuracy, integrity, thoroughness, and in general compliance with all data management/quality guidelines relating to internal systems and databases. Participates in special projects, as assigned, such as those that include new products/services or line extension launches, operational excellence and continuous improvement for CC operations, new technologies, tools, and training to support optimal CC team performance, etc.At all times, provides the highest levels of customer service and ensures customer satisfaction. Completes other assignments as needed, or otherwise appropriate.

JD for HR Generalist Role:Coordination for end-to-end recruitment processes for Internal Hiring (Initial Screening, Interview coordination, salary fitment proposal etc.)Organize employee orientation/induction and facilitate joining formalities.Maintain and regularly update employee databasePrepare and submit all relevant HR letters, documents as per the requirement of employees in alignment with company policies & proceduresEnsure the HR records are maintained and updated regularlyReport and publish various HR reports e.g., joining, leave, attendance, exit, etc. on regular basisExposure to automated HRMS applications like Keka, HROne is preferred but not mandatoryProcuring all the leave applications, on duty forms etc. from employees for salary process and records.Good understanding of HR policies & procedures. Exposure to Performance Management system (Appraisal, compensation etc.) is preferred but not mandatory.Ensure smooth operations of HR activities like Payroll, confirmation, appraisal, FnF etc.Ensure smooth execution of Internal compliances & proceduresEnd to End coordination of training & development activities in the organizationFirst level grievance resolution for employees & escalate to the right level depending on the nature of the grievance or issues.Organize & arrange employee engagement activities with employees on a regular basis to understand the motivation levels of people in the organizationConduct exit interviews for employees and record them accordinglyMaintaining good relationship with different departments, superiors, peers, and employees across the organizationDesired Candidate Profile: Any Graduate / MBA with minimum of 1-3 years of experienceFluency in written and spoken English with pleasing personalityGood in MS excel with eye for detailMust have handled HR Generalist profile

Maintain excellent knowledge of our products and services in order to understand customer's needs.Respond to incoming requests for cancellation of services and build quick rapport with the customers using assertiveness and confidence to educate and persuade them to remain with us.Apply sales/Retentions methodologies and problem-solving strategies to best position retention offers and services while providing long-term, individualised solutions to customers and closing all saves with integrity.Use appropriate questioning techniques to determine the exact nature of the contact and fully understand the customers request or issue.Identify opportunities to turn dissatisfied customers into happy customers.Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.Report regularly to their respective manager on all activities relating to the role.Deliver a high-quality, business-to-business support service, resolving customer enquiries at the first point of contact wherever possible.Always act in a mature and professional manner towards customers and all Adobe employees.Communicate and articulate clearly with the customers (in both verbal and written communication), providing a professional and competent standard of phone and online support with excellent spelling, grammar and attention to detailShow confidence and willingness to assist customers in resolving any open requests for support, assistance, or information about their servicesFollow documented procedure for the type of contact the customer needs using tools & resources to help resolve customer issues (escalation points, knowledgebase tools, internal applications, etc.).Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the customer's needs.Manage all required follow-up work on time and aim to meet or exceed customers expectations.What you need to succeed:Proficiency to use web-based tools to stay current on Adobe products, features, services, and offers.Work independently within established procedures associated with the specific job function and consistently exceed in all metrics.Tech-savvy and a quick learner with the ability to manage tasks in an agreed-upon timeframe.Experience of working in a team environment and managing a diverse workload.Goal-orientated, self-motivated, confident, thorough, and tenacious with excellent communication and influencing skills.Advanced negotiation and conflict resolution skills.Understanding of key concepts of first-call resolution and customer satisfaction.Adaptable and flexible to change. Willing to work in different shifts.Advanced communication (written and verbal) and interpersonal skills.Brings a sense of urgency to the position to resolve issues fully in a timely manner.General global cultural awareness, as they will be supporting customers from different regions.Sales acumen will make a huge difference in your ability to take on this challenge.