Job Description

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*7 Triage issues coming from various all channels such as phone (inbound and outbound) , chats, and email web portals (Omni Channel). Prioritize customer urgency and issues Search and reuse information from internal information repositories Log all incidents, requestsand customer interactions into the case management system Drive 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.