Technical Support Consultant - Video

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Key Responsibilities:

- Deliver first time resolution by handling customer requests and resolving customer s technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.

- The Job will include handling Technical support issues for Digital Imaging Adobe Products (Premier Pro, After effects, Character Animator, Premier Rush Media Encoder etc. )

- Provide a professional competent standard of online support for Global customers.

- Accurately document all customer interactions in a case tracking database, when applicable. - Content to be logged in full written English

- Communicate and articulate clearly with the customer (in both verbal and written communication).

Requirements:

- Excellent communication (Spoken Written). Typing speed of 50 WPM or above.

- Good Customer Service Skills

- High patience and pacifying skill to handle difficult customers.

- Excellent Customer Service Skills + ability to deal handle and resolve escalated customer issues

- Experience in troubleshooting software on Windows and /or Mac operating systems

- Experience working in a team environment, managing a diverse workload

- Training skills

- Must be a Graduate (full time)

- Cultural awareness - conversational English

- Proficient knowledge of Windows, MAC OS, and general desktop support issues configurations

- Proficiency in troubleshooting using diagnostic tools utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.

- General cultural awareness, particularly for agents who are supporting customers in a region other than the one they re located in (e.g. ability to detect 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).

- Uses professional concepts; applies company policies and procedures to resolve a variety of issues.

- Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand