Technical Support Consultant – Video

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