Technical Support Consultant 3

Noida - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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!

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 cant 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

Bachelors 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

Adobe is proud to be anEqual Employment Opportunityemployer. 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 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 emailor call .

Required Experience:

Contract

Our CompanyChanging 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...