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!
Adobe is seeking an outstanding Technical Support Manager to join our CreativeCloud Supportteam. This role is responsible for directly managing the performance of a team of Technical Support Engineers while also working closely with our outsource partners in various locations and delivering a world class support experience to our customers while also implement mutually agreeable solutions.
Adobe is a fast-paced environment and our passion for our customers success meanswe arefocused on what customers need and expect from Adobe. The ideal candidate for this role will be customer centric with strong technical background and looking for new and innovative ways toenhance our customer experience.
This role reports to the Group/Sr. Manager for Technical support.
Responsibilities:
.Run the end-end operations of a team of highly skilled technical support professionals
.24 X 7 support operations over phone and web messaging, supporting global Adobe customers.
.Deliver monthly insights & analysis for bug fixes and product improvement to leadership.
.Deliver exceptional business value via continuous improvement of critical metrics like CSAT, Service Levels, Agent productivity etc.
.Ownership of strategic projects on improving operational efficiency via tried frameworks six-sigma methodology
.End-to-end ownership of tactical strategies that maintain a scalable balance between agent experience, customer expectations and business outcomes
.Deploy validated Organizational change frameworks like ADKAR / ITIL to facilitate operational agility while still maintaining stability
.Strategic hiring, development and retention of talent
.Coaching & mentoring the team to help with exceptional business outcomes & culture
.Encouraging a positive, fun, and motivating environment to enhance employee performance and customer satisfaction
.Ensure diversity of skills, experience, and abilities across his/her team.
.Deliver an exceptional customer experience through exceedingKPIs (KeyPerformanceIndicators) effectively.
.Deliver keycustomer, market insights,and find innovative ways to drive improvements across the global Customer Experience team.
.Review performance and forecast accuracy and devise an action plan as necessary for the current day/week.Identifyany reasons for failure of anSLA (Service Level Agreements)and implement solutions.
.Design and develop new ways of working with the Adobe internal teams to supportbest in classcustomer experience.
.Strive to exceed targets and empower our customers and partners.
.Willing to work in shifts covering North America hours.
Requirements
.A minimum of 7 years inPeople management role managing technical supportOperations, preferably in technology or a related industry.
.Prior experience of engaging and driving meetings with product Engineering.
.Experience within complex,fastpaced environments and multiple sites.
.Experience in contact centerWFM, workflows,processes,and real-time technologies.
.Proven ability to appropriately gather, integrate and interpret data then utilize arrange a range of analytical tools to constructively challenge and test assumptions to identify improvements.
.Ability to tailor complex information to the appropriate level for an audience.
.Ability to work within a team and manage /prioritizeworkload effectively, managing expectations with key stakeholders.
.Analytical and logical thinker with the ability to apply creative solutions to resource constraints.
.Proficiency in excel with experience in reviewing dashboards
Cross-team coordination, project management and excellent presentation skills will be key to success.
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