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! The Opportunity The Technical Support Engineer team for Adobe Creative Cloud products will provide Technical Support for Adobe Creative Cloud customers. They are the key personnel between customers and internal groups to maintain customer satisfaction with our solutions and resolve customer issues. The Technical Support Engineer team delivers accurate and timely technical support to Adobe customers. They handle support issues of a sophisticated and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the capability to prioritize and handle various tasks at the same time. The Technical Support Engineer team performing this function orchestrates the delivery of services designed to handle and mitigate the risk and support the successful operation and adoption of Adobe solutions in key accounts.What you'll Do Through your actions, drive measurably high levels of customer satisfaction that lead to customer loyalty and retentionProvide support to Partner team Online & Offline, include but not limited accept escalation, deliver training, tracking hot issue and update solutions.Manage knowledge base, commit to knowledge management standardization and improve knowledge base usage experience.Act as a customer advocate, ensuring all customers’ voices are heard inside Adobe!Address customer and Partners’ questions and concerns, large and small, in an effective and timely mannerWork closely with customers & Partners to understand their business and how best to assist them in optimally using Adobe Creative Cloud productsCollaborate with relevant teams in other regions, exchange information and provide feedback and insights.Investigate, validate, and report customer submitted bug reportsAssist Product & Cloud Engineering staff in resolving product issuesPartner with direct report manager and Partner teamsWhat you need to succeed Experience and knowledge about Adobe Creative Cloud productFluency in JAPANESE and proficiency in English (reading/writing and verbal communication) is a plusAt least three years experience in a customer support environment, preferably in a high-tech enterprise settingExcellent oral and written communication skills; the ability to clearly communicate technical solutions, and how they can solve customer business problems, to all types of audiencesBe a problem solver, constantly finding opportunities to improve processes and then actingAbility to solve problems, while ensuring customer satisfaction, systematically and effectively within stated service level goalsAbility to build strong relationships across internal teams and with customersEmbrace teamwork, but equally, Independent and dedicated, proactive self-starter.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