技术支持工程师 2
Technical Support Engineer 2
职位描述
高级技术支持顾问通过强大的流程领导力，推动客户体验和客户成功，同时通过附加销售和留存率提升为收入增长做出贡献。
主要职责
- 提供高质量的客户/技术支援，确保良好的客户满意度（CSAT）和客户留存率。
- 作为专家处理复杂/高级案例，包括高管级升级问题。
- 推动关键核心指标：客户体验、留存率、收入增长
- 通过有意义的客户互动推动附加销售并支持ARR增长。
- 分析支持数据和趋势，以改进服务交付并推动流程优化。
- 与工程、产品和销售团队协作，加快问题解决并取得更好的结果。
关键核心指标
- 客户体验（CSAT）
- 客户成功与留存率
- 附加率与ARR贡献
- 对业务目标有重大影响的流程改进贡献
所需技能
- 熟悉CSMB流程
- 升级管理与问题解决能力
- 数据驱动决策能力
- 协作管理与团队领导能力
关于Adobe
Adobe通过创新的平台和工具，使每个人都能通过创造实现自我价值，激发创造力、生产力和个性化的客户体验。Adobe的行业领先产品包括Adobe Acrobat Studio、Adobe Express、Adobe Firefly、Creative Cloud、Adobe Experience Platform、Adobe Experience Manager和GenStudio，帮助个人和企业将想法转化为影响力，由AI驱动，由人类才智引领。
我们的全球30,000多名员工正在创造未来，推动下一个十年的增长。我们致力于招聘最优秀的人才，并相信打造一个让所有员工都能发挥影响力的公司文化。在Adobe，我们相信伟大的想法可以来自组织的任何地方。下一个大想法可能就是你的。
让我们一起Adobe
在Adobe，我们相信打造一个让所有员工都能发挥影响力的公司文化。了解更多关于Adobe的工作生活，包括我们的价值观和文化、对人才、使命和社区的关注、Adobe for All、全面的福利计划、我们讲述的故事、服务的客户，以及你如何帮助我们推进赋能每个人创造的使命。
Adobe自豪地成为平等就业机会的雇主。我们不基于任何因素进行歧视。
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Role Description
Senior Technical Support Consultant drives customer experience and customer success through strong process leadership, while contributing to ARR via attach motions and retention improvements.
Key Responsibilities
- Deliver high-quality customer/technical support, ensuring strong CSAT and customer retention.
- Act as an SME and handle complex/advanced cases, including executive escalations.
- Drive key critical metrics: Customer Experience, Retention Rate, Revenue Generation
- Enable attach motions and support ARR growth through meaningful customer interactions.
- Analyse support data and trends to improve service delivery and drive process improvements.
- Collaborate with Engineering, Product, and Sales for faster issue resolution and better outcomes.
Key critical metrics
- Customer Experience (CSAT)
- Customer Success & Retention
- Attach Rate & ARR Contribution
- Contributions towards process improvement with significant impact on business targets
Skills Required
- Strong knowledge and expertise in CSMB processes
- Escalation management and problem-solving skills
- Data-driven decision making
- Collaborator management and team leadership
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 values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
Adobe is proud to be an Equal Employment Opportunity 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. Learn more.
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 .
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 AI in the hiring experience.
Originally posted on Himalayas