Technical Support Consultant III

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

Were 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!

The Challenge

The Technical Support Consultant for Adobe solution will provide Technical Support for Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our customers are set up for success. You will field questions, log and work on high priority issues, meet with Customers regularly, and manage escalations while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customers resulting in Customers being wildly successful using our products.

What youll do

• The first point of contact for customers concerns relating to technical issues
• Customers advocate and represent their needs with internal product teams
• Provide extremely timely response / resolution to technical and product inquiries
• Provides resolution results within established Service Level Agreement Guidelines
• Awareness of Customer business priorities & key events
• Provides proactive Issue Status updates to required parties
• Record and document all issues related to customers within established process guidelines
• Trouble-shoot / qualify cases before escalating into Engineering
• Answering questions regarding product functionality and usage
• Enable product features included in the contract which Customer cant enable themselves through the admin console
• Troubleshoot implementation problems
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results; networks with key contacts outside areas of their own expertise; may have matrix reporting relationships across business units. Uses professional concepts and Adobe objectives to resolve a wide range of difficult issues in creative and effective ways.
• Occasionally, we need to engage subject matter experts in situations warranting a deeper level of knowledge / expertise. Regular collaboration with teams via scrums, queue bashes and other interactions to learn new concepts and resolve complex issues, sometimes leading the sessions.
• Accelerated ability to comprehend and simulate / replicate customer reported issues leveraging all the relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.) Demonstrates Intermediate to Expert troubleshooting skills.
• Strong personal organization skills
• Ability to multi-task and prioritize job requirements

What you need to succeed

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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com 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 accommodations@adobe.com or call (408) 536-3015.

Locations

Noida, Uttar Pradesh, India