Position Overview

We are looking for a skilled Sr. Technical Support Consultant to join our 24x7 Service Desk team, starting with 24x5 coverage. In this customer-facing role, you'll handle chats and calls from business owners, providing end-to-end support from purchase to product utilization. Your primary focus will be on delivering outstanding customer experience while driving product adoption and revenue through upselling and customer retention.

Key Responsibilities

Handle real-time chats, calls, and emails from Adobe business users.
Provide consultative support across the customer journey-from onboarding and installation to troubleshooting and post-sales care.
Upsell and cross-sell Adobe offerings, contributing to revenue growth and user expansion.
Work with cross-functional teams, including product and engineering, to resolve complex issues using subject matter experts (SMEs).
Maintain excellent knowledge of our products and services to understand customer's needs
Respond to incoming requests for cancellation of services and persuade our customers to remain with us
Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
Identify opportunities to turn dissatisfied customers into happy customers

Ensure timely follow-ups on unresolved issues and maintain accurate case documentation in the ticketing system.

Enhance performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).

Troubleshoot customer queries related to billing, account management, installation, and product functionality.
Log, prioritize, and triage issues from phone, chat, email, and web channels.
Stay calm under pressure while managing customer sentiment and expectations.
Maintain professional communication and timely responses to all customer interactions.

Required Qualifications

Education: Bachelor's Degree in a technical field (or equivalent experience)
Experience: 2+ years in a technical support or service desk environment, preferably supporting B2B or enterprise clients
Technical Skills:
Experience in software support (Windows and/or Mac environments)
Familiarity with Adobe products (preferred)
Knowledge of MSI/msp installers, SMS, GPO, Apple Remote Desktop (desirable)
Basic knowledge of Active Directory, SSO, and cloud technologies
Communication: Excellent written and verbal English skills with a neutral accent
Soft Skills:

A strong analytical and problem-solving approach

Ability to multitask and work in a fast-paced, rotational shift environment
Customer-focused with a consultative approach
High cultural awareness and adaptability

Preferred Experience

5+ years in customer service, support, or account management roles
Background in consultative sales or relationship management
Operational knowledge of enterprise tools and cloud-based platforms

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our , , , comprehensive , the , the we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call +1 408-536-3015.

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI - and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about .

Senior Technical Support Consultant, ICX