The Technical Support Consultant at Adobe will provide high-level technical support for Adobe's Digital Marketing products, such as Adobe Target. The role involves troubleshooting complex technical issues, managing support cases, and working on projects to improve customer satisfaction.
Key Responsibilities
- Technical Troubleshooting. Investigate and resolve technical problems reported by customers, providing workarounds where necessary.
- Support Provision. Offer technical support via telephone and email, logging all interactions thoroughly.
- Bug Reporting. Validate and report customer-submitted product bug reports accurately.
- Customer Education. Educate customers on the use of Adobe Digital Marketing products, particularly Adobe Target.
- Product Testing. Assist in testing new and enhanced products.
- Case Management. Fully manage assigned cases and contribute to global team success.
- Issue Identification. Identify trends and potential issues, communicating them promptly.
- Documentation. Help maintain accurate product documentation.
- Customer Delight. Treat each case as an opportunity to enhance customer satisfaction.
- Shift Work. Work in shifts 24/7, including weekends and holidays as required.
- Special Projects. Assist with special projects and other assigned duties.
What You Need to Succeed
- Education. Bachelor’s degree in Computer Science or a related field.
- Experience. At least three years in a customer support role, preferably in a high-tech enterprise environment.
- Communication Skills. Excellent verbal and written communication skills.
- Professionalism. Self-motivated, responsive, and dedicated to customer success.
- Problem-Solving. Innovative and solutions-oriented mindset with the ability to manage change effectively.
Technical Knowledge
- Deep understanding of HTML, JavaScript, Perl, and web services/APIs (SOAP, REST, PHP).
- Knowledge of Internet/Digital Marketing concepts, mobile technologies, and tag management.
- Experience with SQL, database management, and data reporting APIs.
- Practical experience with Adobe solutions (Experience Platform, Analytics, Target, Audience Manager) is desirable.
- Familiarity with JQuery, Angular JS, and other JavaScript frameworks.
- Ability to analyze large data sets using statistical methods.
- Certifications. Adobe Experience Cloud tool certification (e.g., Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics) is desirable.
- Additional Skills. Advanced proficiency in Excel and PowerPoint, and some experience in digital marketing, CRO, digital analytics, campaign planning, creative, and UX disciplines.
Why Adobe?
Adobe values diversity and equal opportunity, ensuring a respectful work environment where every employee can thrive. The company supports accessibility and provides accommodations for applicants with disabilities. Adobe also upholds policies to ensure a fair marketplace for recruitment and hiring.
This role is ideal for individuals with a strong technical background and a passion for customer support, particularly in digital marketing and analytics. If you meet the qualifications and are excited about working with Adobe's cutting-edge technologies, this could be a fantastic opportunity for you.