Job title: Sr. Technical Support Consultant
Company: Adobe
Job description: 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!
Position Summary:
Recognizing that your customers are experiencing an interruption in their work, you will
partner with the customer to provide tier 2 supports to quickly and efficiently resolve their
technical issues allowing them to get back to work. You will take care of the customer:
maintaining ownership, offering expert advice and presenting opportunity as appropriate.
Specifically, the role encompasses inbound issue reception, triage and analysis technical
issue diagnosis and resolution identification; documentation, tracking and recording of all
issues and interactions; partnership with WW Escalations team to address complex issues
to which no immediate solution is available. With all of the above in mind, you will have a
demonstrated track record of providing technical Support services in a similar
environment to Adobe.
Responsibilities:
- Develops and manages stakeholder relations and communications.
- Product issues data Insights & analysis.
- Responsible for following established processes and policies in all customers’interactions and escalations.
- Reduce project risk through accurate effort estimations and team skills assessment.
- Accountable for engineering engagement, top issues reports & analysis in various
products.
- Participation in Business Intelligence processes including taking an active role in
Knowledge-base document creation, incident case notes logging and recording, bug
logging etc.
- Responsible for ongoing knowledge and skills development and also for identifying
developmental needs and addressing knowledge gaps.
- Takes end to end Ownership of End User Issues till resolution and follow up as mandated
by the process requirements
- Applies basic diagnostic techniques to identify problems, investigate causes and
recommend solutions to correct common failures
- Escalates complex problems to the Remote Support Engineering staff or Field
Engineering.
- Typically provides technical support for Internal and External customers.
- Escalates complex problems to higher level of expertise within organization.
Requirements
Skills and Characteristics:
- Technically educated to degree level with a minimum of 4+ year’s experience in thisor similar capacity.
- Highly computer literate with excellent and demonstrable knowledge of
technologies applicable to area of product coverage (Dependable, confident,
tenacious) but also able to follow the chain of command and adhere to established
practices and policies.
- Excellent inter-personal skills and the ability to communicate clearly at all levels.
- Bright and enthusiastic with an outgoing personality.
- Excellent oral and written communication skills with an ability to influence others and
gain acceptance for your ideas, sometimes in sensitive situations.
- Ability to remain calm, have a flexible attitude and to work with minimum supervision.
- Able to priorities tasks and manage time effectively.
- Predisposition to innovative thinking.
- Natural inclination to champion customer needs and willingness to advocate on the
customers behalf to other groups and departments.
- Ability to work flexible hours on a rotational basis to provide 24×7 support coverage.
Knowledge & Technical Skills Required
- 4+ years demonstrated professional experience in a technical support role.
- Superior account management and customer relationship skills.
- Deep understanding of Windows operating systems. Mac OS knowledge desired.
- Experience and knowledge of using Adobe creative cloud – Design products
- ACE in any of the Adobe CC products would be added advantage.
- In-depth understanding of Enterprise Deployment, Adobe IT tools (CCP, PRTK, AUSST,
RUM), SSO & Active Directory will be preferred.
- Deep understanding of the network components, network security and Software deployment/SCCM.
- Solid knowledge on HTML, CSS, JAVA, SQL and third party Plug-ins used in Adobe web products
- Independent, self-motivated work and learning style, focused on staying current with
emerging technologies.
- Excellent English written and oral communications skills a must.
Expected salary:
Location: Noida, Uttar Pradesh
Job date: Sat, 23 Jul 2022 00:56:36 GMT
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