Senior Technical Product Consultant
4 weeks ago
JOB LEVEL
P20EMPLOYEE ROLE
Individual ContributorThe challenge
Adobe Technical Product Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email. They manage support issues of a complex and technical nature with varying degrees of priority, all while delighting Adobe customers. Technical Support Consultants 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 to represent Adobe in a professional manner.
What you will do
- Work flexible shifts.
- Provide weekend or holiday coverage required in rotation as per business requirements.
- Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.
- Validates and reports customer submitted product bug reports with precision.
- Scope, troubleshoot resolve customerâs issue and educates customers on the use of Adobe Target.
- Assists in testing new and enhanced products.
- Manages projects professionally and within stated timelines.
- Fully owns cases in their name and contributes to success of global team.
- Identifies trends and potential issues and quickly communicates with affected parties.
- Support sustainable & scalable software solutions for Adobe's largest customers.
- Helps maintain accurate and complete product documentation.
- Treat each case as an opportunity to delight customers, despite factors outside control of consultant (such as product limitations or dependencies on third parties)
- Assists in special projects and other duties as assigned.
What you need to be eligible:
- Bachelor's degree in computer science or related field
- At least, three years' experience in a customer support environment, preferably in a high enterprise tech setting
- Excellent communication skills, both written and verbal
- Be a problem solver, constantly identifying opportunities to improve processes and then acting.
- Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
- Good knowledge of Internet Websites working and of Excel/email.
- Ability to build strong collaboration across internal teams and to a customer advocate.
Technical Acumen requirements:
- Must have, Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and web services.
- Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management.
- Experience with SQL and database management.
- Experience with data insertion and reporting APIs, SOAP, REST and PHP
- Knowledge of Mobile and Video programming solutions
- Knowledge of Experience with Tag Management tools
- Desirable to have experience using Adobe Target and or optimization tools and related certifications.
- Proven ability to diagnose and troubleshoot complex analytic implementation issues.
- Practical understanding of JQuery, Angular JS, Any JS Framework
- Knowledge of API (Application Programing Interface) (SOAP/REST)
- Ability to identify, research and quantify business problems using statistical analyses on large data sets.
- Proven skills of working in multi-platform technology companies, as a support engineer/consultant.
- General knowledge about working with Google, Tealium, Salesforce and Pega technologies.
- Advanced level Excel and PowerPoint
- Some experience of digital marketing, CRO, digital analytics, decisioning, personalization, recommendations or UX disciplines
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Weâre glad that youâre pursuing a new opportunity at Adobe
Put your best foot forward:
1. Update your Resume/CV and Workday profile â donât forget to include your uniquely âAdobeâ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youâre interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.Â
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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 youâre looking to make an impact, Adobe's 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 and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.
If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.
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