Adobe Technical Product Consultants play a crucial role in providing prompt and accurate technical support to Digital Marketing customers via phone and email. They tackle complex technical issues, manage support cases with varying degrees of priority, and ensure customer satisfaction while representing Adobe professionally. Technical Support Consultants also contribute to projects and collaborate with team members to maintain Adobe's high standards of service.
What You Will Do
- Provide technical support via phone and email, documenting all interactions thoroughly.
- Validate and report customer-reported product bugs accurately.
- Educate customers on the use of Digital Marketing products, particularly Adobe Target.
- Assist in testing new and enhanced products.
- Manage projects efficiently and within established timelines.
- Take ownership of support cases and contribute to the success of the global team.
- Identify trends and potential issues, and communicate them promptly to relevant parties.
- Support the development of sustainable and scalable software solutions for Adobe's largest customers.
- Assist in maintaining accurate product documentation.
- Approach each case as an opportunity to exceed customer expectations, despite challenges beyond the consultant's control.
- Rotate weekend or holiday coverage with the team.
- Assist with special projects and other duties as assigned.
What You Need to Succeed
- Bachelor's degree in computer science or related field.
- Minimum of three years' experience in a customer support environment, preferably in a high-enterprise tech setting.
- Excellent written and verbal communication skills.
- Strong problem-solving skills and a proactive approach to process improvement.
- Ability to troubleshoot problems systematically and effectively within established service level goals.
- Extensive knowledge of MS Office, email, and internet/web technologies.
- Ability to build strong relationships internally and with customers.
- Strong technical acumen and expertise in HTML, JavaScript, Perl, Web 2.0, and web services.
- Experience with SQL, database management, data insertion and reporting APIs, SOAP, REST, PHP, Mobile and Video programming solutions, and Tag Management tools.
- Familiarity with Adobe Solutions such as Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools.
- Experience with jQuery, Angular JS, Any JS Framework, API, statistical analysis, and multi-platform Adobe solutions.
- Certification in Adobe Experience Cloud tools is desirable.
- General knowledge of Google, Tealium, Salesforce, and Pega technologies.
- Proficiency in Excel and PowerPoint, with some experience in digital marketing, CRO, digital analytics, decisioning, campaign planning, creative, and UX disciplines.
Adobe is an Equal Employment Opportunity and affirmative action employer. We value diversity and do not discriminate based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by law.
Adobe is committed to making Adobe.com accessible to all users. If you require accommodation during the application process, please contact [email protected] or call (408) 536-3015.