Customer Support Specialist

ROLE Senior Associate - Customer Support - L2

CTC - 5.5LPA

LOCATION: Airoli, Navi Mumbai, 400 708

Required Skills

Excellent communication skills with C1 level proficiency in Global English (CEFR standard)

Strong customer handling and problem-solving skills

Familiarity with CRM tools and pipeline management (preferred)

Ability to work in a fast-paced, target-driven environment

Flexibility to work in rotational shifts

Role Overview:

This role will deliver customer support, requiring only minimal consultation or sales expertise which will remain focused on attach motions where applicable. Associates will focus on resolving simple high-volume queries, guiding customers on account and licensing basics, and providing prompt, empathetic support.

Core Competencies:

Service Excellence: Listen actively, understand concerns, and provide efficient, respectful support using knowledge resources.

Sales & Retention Support: Handle basic sales queries, identify renewals, and apply guided retention techniques.

Clear Communication: Simplify product, billing, and plan explanations; escalate when needed.

License Support: Assist with user management, Admin Console access, and pooled storage basics.

Creative Use Case Guidance: Promote Adobe Express and templates for everyday creative tasks like resumes, social posts, and flyers.

Key Responsibilities:

Customer Experience Delivery: Engage customers via chat/call using tools and scripts; route complex issues to the next support tier.

Account & Billing Support: Address basic queries on plans, billing, usage, and account access.

License & Admin Assistance: Guide customers on seat management and navigating the Admin Console and support resources.

Creative Support: Showcase Adobe Express and Firefly for everyday tasks like school projects and SMB content creation.

Documentation & Escalation: Log interactions accurately in CRM and escalate cases beyond scope per defined processes.

Retention & Renewal Support: Spot renewal opportunities, reinforce product value, and escalate at- risk accounts for targeted retention.

Qualifications:

Education:Graduate from a reputed university or equivalent experience in a relevant field.

Experience: 1-3 years in sales or customer support roles, preferably in digital or SaaS environments.

Skills:

Language proficiency: Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework.

Can follow structured processes with consistency.

Tech-savvy or familiarity with CRM tools is a plus.

Success Measures KPIs:

Revenue KPIs: Gross ARR, ARR per interaction/transaction, conversion rate, quota attainment.

Customer Satisfaction KPIs: Unified satisfaction, ICX save rate, retention rate.

Operational KPIs: Average handle time (AHT), case resolution time