Our CompanyChanging 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! ResponsibilitiesFirst point of contact for customer concerns relating to technical issuesProvide a professional & proficient standard of phone and online support (chat/email) for Global customers.Accurately detail all customer interactions in a case-tracking database.Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking systemCall back customers waiting for follow-up in the agreed timeframe.Demonstrate ownership and ability resolve issues in a timely manner, ability to stay calm under pressureAct as customer executive sponsor on select enterprise customer delivery engagements. As an executive sponsor, meet with the account team and delivery team on a regular basis. Ensure we have a clearly documented point of view and plan on a page for customer success, establish meaningful sponsorship relationships with the customer, take part in QBR, and represent ACS leadership in critical issue resolution.Handles all customer communication with the appropriate level of etiquette, timeliness, and integrity, whilst working towards achieving agreed operational targets.Understanding of escalation handling proceduresUnderstand the issue’s business impactResolve known customer support through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materialsResolve undocumented customer issues through advanced problem solvingObtain general understanding of OS and application operations related to product usageReport top call generators, severe issues, new emerging trends, feature requests and common how-to questionsForward any issues/escalations to next level of support for further resolutionParticipation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc.Responsible for ongoing knowledge, improvement, and skills development and also for identifying developmental needs and addressing knowledge gaps.RequirementsTechnically educated to degree level with a minimum of 6 years’ experience in this or similar capacity.Deep knowledge of computer literacy with excellent and demonstrable knowledge of technologies applicable to area of product coverage (see below)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.Experience working in a team environment, managing a diverse workloadGeneral cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situationsAbility to work flexible hours on a rotational basis to provide 24x7 support coverage.Able to prioritize tasks and handle 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(US Shift) on a rotational basis to provide seven-day support coverage (24*7)Product Specific Skills and ExperienceStrong fault-finding methodologies and practices in software integration in multi‐platform systemsGood communication skills with the ability to convey complex or highly technical issues concisely and effectivelyProven experience with account planning & customer success plansGood experience of one or more of the following: J2EE, Application Servers (Tomcat, JBoss, WebSphere & WebLogic), JavaScript, XML, PDF, SOAP.Excellent Trouble shooting skills (especially Server Performance related)Strong working knowledge of one or more of the following platforms: Windows, Linux, Solaris, MAC OSAWS/ Azure/ GCP Certified is an advantage.Knowledge on Docker.Intermediate knowledge in SQL / Oracle / DB2Intermediate knowledge of Web servers: IIS, Apache, Nginx, IBM HTTP Server, etc.Knowledge of ColdFusion is an added advantage.Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
View Original Job Posting