Sr Technical Support Consultant (Noida)

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, youll 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 journeyfrom 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 prospect 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: Bachelors Degree in a technical field (or equivalent experience) - Experience: 2+ .