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Lead, Technical Support Consultant

4 months ago

Remote, India Adobe Full time

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

POSITION SUMMARY:

As a Subject Matter Expert (SME) specializing in FF services/API and General AI products, your role is pivotal in ensuring utmost customer satisfaction and success. Your core responsibilities encompass providing swift and precise technical support to customers utilizing FF services/API and General AI products. This involves adeptly diagnosing and resolving customer issues through effective troubleshooting methodologies. Furthermore, you will guide customers through the resolution process, offering clear step-by-step instructions and demonstrations as required, ensuring their comprehension and ability to implement solutions effectively. Your dedication to customer care is exemplified by your commitment to owning issues, furnishing expert guidance, and capitalizing on opportunities wherever feasible. Specifically, your duties entail receiving inbound issues, conducting thorough triage and analysis, diagnosing technical challenges, and efficiently resolving them. Additionally, you will meticulously document, track, and record all customer interactions and issues, fostering transparency and accountability. Collaborating closely with the Worldwide Escalations team, you will address intricate issues lacking immediate solutions, ensuring a comprehensive approach to problem-solving. Your demonstrated track record in delivering exemplary technical support services in an environment akin to Adobe serves as a testament to your aptitude for excelling in this role.

REQUIREMENTS:

SKILLS & CHARACTERISTICS:


• Technically educated to degree level with a minimum of 4 years' experience in this or similar capacity.


• The ability to analyze customer issues, identify root causes, and provide timely and accurate solutions.


• Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies.


• Excellent inter-personal skills and the ability to communicate clearly at all levels.


• Bright and enthusiastic with an outgoing personality.


• Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.


• Ability to remain calm, have a flexible attitude and to work with minimum supervision.


• Able to priorities tasks and manage time effectively.


• Predisposition to innovative thinking.


• Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments.


• Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.

KNOWLEDGE & TECHNICAL SKILLS REQUIRED:


• A strong understanding of FF services/API and General AI product functionalities. This includes knowledge of how the products work, their features, and common troubleshooting steps.


• 4+ years demonstrated professional experience in a technical support role.


• Superior account management and customer relationship skills.


• Deep understanding of Windows operating systems. Mac OS knowledge desired.


• Experience using Adobe CC products from Firefly, /Image /Design or DVA family.


• ACP in any of the CC products would be added advantage.


• In-depth understanding of Enterprise Deployment, Adobe IT tools (CCP, PRTK, AUSST, RUM), SSO & Active Directory will be preferred.


• Should have advance level understanding on network proxies and deployment tools.


• In-depth knowledge of any one or two of the Adobe CC apps and an understanding of product specific troubleshooting based on various issue scenarios.


• Independent, self-motivated work and learning style, focused on staying current with emerging technologies.


• Excellent English written and oral communications skills a must.

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 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 or call

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.