SME/TL

Adobe SME – Technical Voice Support

3 Must‑Have Competencies

Deep Adobe Product Expertise – Strong functional knowledge of Adobe products with ability to handle “how‑to” and advanced technical queries. 3-4 products minimum

Knowledge Transfer & Enablement – Capability to coach agents, conduct refreshers, and translate product knowledge into simple agent‑friendly guidance.

B1/B2‑Level Voice Communication - Able to clearly explain technical concepts and “how‑to” steps to global customers with confidence and structure.

Good to have Competencies

Training / TTT Exposure – Experience taking KT or Train‑the‑Trainer sessions from clients.

Training & Knowledge Sharing Experience – Prior experience conducting trainings, refreshers, KT sessions, or agent coaching is a strong advantage.

Adobe Team Leader – Technical Voice Support

3 Must‑Have Competencies

Minimum 1 Year Leadership Experience in International Technical Support (Voice & Chat) – At least 1 year of experience handling or leading international technical support teams across voice and chat channels, supporting global customers.

KPI & Performance Management – Strong command over operational metrics (FCR, QA, CSAT, productivity, shrinkage) with corrective action planning.

Sales & Revenue Mindset – Ability to drive cross‑sell/upsell conversations within a technical support environment.

B1/B2‑Level Voice Communication - Clear, confident, and structured communication with good grammar and pronunciation, able to handle customer escalations, agent coaching, and client discussions effectively.

Location

Hyderabad

Job Function

BUSINESS PROCESS SERVICES

Role

Executive

Job Id

403502

Desired Skills

Voice SME

Desired Candidate Profile

Qualifications : BACHELOR OF COMMERCE

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