Adobe Looking for Senior Technical Support Consultant at Noida, Uttar Pradesh Full Time

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!

Our company

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We’re the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.

The Challenge

The Technical Support Engineer for Analytics solution will provide Technical Support for Adobe Digital Experience Customers. Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you’ll do

First point of contact for customer concerns relating to technical issues

Customer advocate and represent their needs with internal product teams

Provide extremely timely response/resolution to technical and product inquires

Provides resolution results within established Service Level Agreement Guidelines

Awareness of Customer business priorities & key events

Provides proactive Issue Status updates to required parties

Record and document all issues related to customers within established process guidelines

Trouble-shoot/qualify cases before escalating into Engineering

Answer questions regarding product functionality and usage

Enable product features included in the contract which Customer can’t enable themselves through the admin console

Troubleshoot implementation problems

Work high priority technical issues

Provide on-site assistance as needed to resolve product issues

Product Content Creation (KB articles, whitepapers, forum participation)

Provide Knowledge Transfer sessions to help reduce escalations into Adobe

What you need to succeed

At least two years’ experience in a customer support environment, preferably in a high- tech setting

Excellent communication skills, both written and verbal

Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals

Strong ability to identify, research and quantify business problems using statistical analyses on large data sets

Proven ability to diagnose and troubleshoot complex analytic implementation issues

Experience with JavaScript, jQuery, HTML and CSS

Experience with SQL and database management.

Experience with data insertion and reporting APIs, SOAP, REST and PHP

Thinks ‘out-of-the-box’ to creatively resolve advanced development problems

Debugging of customer code

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

Strong personal organization skills

Ability to multi-task and prioritize job requirements

Internal Opportunities

We’re glad that you’re pursuing career development opportunities at Adobe.

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 [email protected] 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.