Technical Support Consultant

Job Description

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!Position: Technical Support Consultant Business Unit: Customer Experience (Experience Cloud)Location: NOIDAOur companyAt 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. Were 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.The ChallengeTechnical Support Consultants provide accurate and timely technical support to Adobe customers via telephone, email and live chat. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner. Pro-actively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts. Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality. Build and maintain strong working relationships with other teams that support customer needs and business goalsWhat you need to succeed:

• Must be a Graduate
• Innovative thinking and thoughtful risk taking.
• Ability to partner across the organization.
• Sound Communication skills.
• Customer Focused approach.
• Professional approach all company/project related information to be kept confidential
• Working Knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems (CMS), website architecture
• Working Knowledge in HTML, DHTML, JavaScript, CSS, XML, AJAX, JQuery, Apache & IIS
• Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
• Knowledge of one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
• Knowledge with web services APIs, database connectors, SOAP

What you ll do:

• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• Provide customer support via telephone, and portal
• Acts as a customer advocate ensuring all customers voices are heard
• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Writing and presenting internalinformal courses on troubleshooting areas of product functionality.
• Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.
• Timely communication with customers concerning status of open support issues
• Troubleshooting issues related to 3rd party software applications
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Troubleshoot, validate, and report customer submitted bug reports
• Participate in department team meetings
• Assist in special projects and other duties as assigned

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you re looking to make an impact, Adobes the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.Adobe at a Glance Headquarters: San Jose, CAFounded: 1982IPO Date: 1986Employees: 20,000Offices: 70 offices worldwideAbout Adobe India Adobe India offers a brilliant work environment that thrives on innovation, a great corporate culture, core values and some of the brightest coworkers anywhere. Adobe has more than 8000 employees in India and has facilities in Bangalore and Noida. Employees in the Bangalore office mainly work in the areas of product development and quality assurance. The employees in Noida primarily focus on product and quality engineering, in addition to supporting Adobe s Global Customer Care center. Visit www.adobeindia.com for more information about Adobe India.Other Info About Adobe and our three critical endeavors (content authoring, customer experience management and online marketing)http://www.adobe.com/aboutadobe Adobe Corporate Social Responsibility http://www.adobe.com/corporateresponsibility/ Adobe Culture and Benefits http://www.adobe.com/aboutadobe/careeropp/cultureandbenefits.html Adobe Investor Relations http://www.adobe.com/aboutadobe/invrelationsAdobe Executive Bios http://www.adobe.com/aboutadobe/pressroom/executivebios,

Keyskills :
troubleshootingtechnical supportnetworkingactive directorysalesroot cause analysisbaggage handling systemscontent management systemscustomer experience management