Technical Support Consultant 3

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!

Adobe Technical Support Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email. They manage support issues of a complex and technical nature with varying degrees of priority. Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members to represent Adobe in a professional manner.

What you will do

• First point of contact for customer concerns relating to technical issues
• Customer advocate and represent their needs with internal product teams
• Provide extremely timely response/resolution to technical and product inquires
• 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
• Answer questions regarding product functionality and usage
• Enable product features included in the contract which Customer can’t enable themselves through the admin console
• 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 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.
• Regular collaboration with team 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.

What you need to succeed

• Bachelor's degree in computer science or related field
• At least, 4 - 6 years’ experience in a customer support environment, preferably in a high enterprise tech setting
• Excellent communication skills - both verbal and written.
• Must be self-motivated, responsive, professional, and dedicated to customer success.
• Possess an innovative, problem-solving, and solutions-oriented mindset.
• Demonstrated ability to learn quickly, be a team player, and manage change effectively.
• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
• Ability to build strong relationships across internal teams and with customers.
• Open to work in night shifts

Strong technical Acumen

• Must have, Deep knowledge and understanding of HTML, JavaScript, CSS, Web services/API, front-end technologies.
• Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management.
• Experience with data insertion and reporting APIs, SOAP, REST.
• Knowledge of Mobile and Video programming solutions
• Desirable to have experience using Adobe DX Solutions or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.
• Proven ability to diagnose complex implementation issues.
• Practical understanding of JQuery, Angular JS, Any JS Framework
• Adobe Experience Cloud tool certification (good to have, any)
• Some experience of digital marketing, CRO, digital analytics, decisioning, campaign planning, creative and UX disciplines