Senior Technical Product Consultant

4 weeks ago

Noida, Uttar Pradesh, India Adobe Full time

About the Role

We are seeking a highly skilled Technical Product Consultant to join our team at Adobe. As a Technical Product Consultant, you will provide technical support to our Digital Marketing customers via telephone and email, ensuring that their issues are resolved in a timely and professional manner.

Key Responsibilities

  • Provide technical support via telephone and email, thoroughly logging all interactions in respective support cases.
  • Validate and report customer-submitted product bug reports with precision.
  • Educate customers on the use of Digital Marketing products, specifically Adobe Target.
  • Assist in testing new and enhanced products.
  • Manage projects professionally and within stated timelines.
  • Own cases in their name and contribute to the success of the global team.
  • Identify trends and potential issues, quickly communicating with affected parties.
  • Support sustainable and scalable software solutions for Adobe's largest customers.
  • Help maintain accurate and complete product documentation.
  • Treat each case as an opportunity to delight customers, despite factors outside the consultant's control.
  • Weekend or holiday coverage may be required in rotation with the team.
  • Assist in special projects and other duties as assigned.

Requirements

  • Bachelor's degree in computer science or a 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.
  • Problem-solving skills, identifying opportunities to improve processes and acting on them.
  • Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
  • Extensive knowledge of MS Office, email, and the Internet and websites.
  • Ability to build strong relationships across internal teams and with customers.

Desirable Skills

  • Deep knowledge and understanding of HTML, JavaScript, Perl, Web, 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 Solutions like Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.
  • Proven ability to diagnose and troubleshoot complex analytic implementation issues.
  • Practical understanding of JQuery, Angular JS, Any JS Framework.
  • Working knowledge of API (Application Programming Interface).
  • Ability to identify, research, and quantify business problems using statistical analyses on large data sets.
  • Evidence of leading multi-platform Adobe solutions as a product owner, technical client service lead, or solution consultant.
  • Adobe Experience Cloud tool certification (either Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics are desirable).
  • 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, campaign planning, creative, and UX disciplines.

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