Adobe Hiring For Mgr, Technical Support 2 at Noida Full Time

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Experience/Skills Required:
.Overall work-experience of 7+ years, Strong people management expertise of at least 2-3+ years in technical support management roles.
.Strong Experience in managing technical support professionals.
.Experience with support tools and phone systems.
.Excellent written and verbal communication skills.
.Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
.Continuously raises the bar on what defines customer service delivery.
.Excellent situational awareness in handling objections in dynamic customer environments.
.Leading cross-functional collaboration across global teams
.Self-motivated, takes initiative, assumes ownership, and runs programs with minimal supervision
.Drive stakeholder engagement across peers and senior management
.Ability to address and effectively engage large audiences and hold their interest
.Strong Executive presence and excellent convincing skills ability to hold own point of view in tough conversations
.Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
.Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
.Strong Escalation management experience with multiple stakeholders including customers and product teams
.Demonstrate strong work ethic and advanced organizational skills
.Ability to develop and deliver creative business solutions for complex problems
.Ability to attract, hire and retain high-performing support professionals
.Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights
Detailed Role & Responsibilities:
.We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.
.Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. . Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
.Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
.Ensure the delivery of high-quality technical and soft-skills training for direct reports
.Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
.Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
.Manage workflows and schedules for direct reports and ensure adequate workload coverage
.Deliver regular reports that provide qualitative and quantitative descriptions of business performance
.Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
.Develop and maintain Support procedures and policies
.Advocate for customers and define ways to continually add value to the customer experience
.Serve as a manager, mentor, knowledge resource, and escalation point for support agents Build credibility and trust within the support group
.Foster and facilitate the professional growth and development of team members
.Empower and install confidence in team members to enable them grow