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Senior Technical Support Consultant

Adobe India

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1-5 Years
25 days ago
155 Viewed
24 Applied

Job Description

Job Description

Our Company

Changing the world through digital experiences is what Adobeu2019s all about. We give everyoneu2014from emerging artists to global brandsu2014everything they need to design and deliver exceptional digital experiences! Weu2019re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.u00A0

Weu2019re 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!


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Responsibilities:

  • Respond to customer inquiries with the Adobe Acrobat Sign product and technical issues from a Global customer base majorly IT Admins for large enterprises & their users.
  • Escalate critical support issues from customers to the appropriate internal channel.
  • Develops and manages stakeholder relations and communications.
  • Responsible for following established processes and policies in all customers u2018interactions and escalations.
  • Help report bugs to our QA team and work with the QA & Engineering teams to resolve customer issues as soon as possible.
  • Participation in Business Intelligence processes including taking an active role in Knowledge-based document creation, incident case notes logging and recording, bug logging, etc.
  • Takes end-to-end Ownership of End User Issues till resolution and follow-up as mandated by the process requirements.
  • Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
  • Typically provides technical support for Internal and External customers.
  • Escalates complex problems to a higher level of expertise within the organization.

Skills and Characteristics:

  • Technically educated to degree level with a minimum of 5+ yearsu2019 experience in this or similar capacity.
    • 1+ yearsu2019 experience in working on Adobe Acrobat Sign.
  • Superior account management and customer relationship skills.
  • Highly computer literate with excellent and demonstrable knowledge of technologies applicable to the area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies.
  • Excellent interpersonal 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 acceptance of your ideas, sometimes in sensitive situations.
  • Ability to remain calm, have a flexible attitude and work with minimum supervision.
  • Able to prioritize tasks and manage time effectively.
  • Predisposition to innovative thinking.
  • The natural inclination to champion customer needs and willingness to advocate on the customer's behalf to other groups and departments.
  • Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.

Knowledge & Technical Skills Required

  • 5+ years of demonstrated professional experience in a technical support role.
  • Hands-on experience with Adobe Acrobat Sign product is desired.
  • Exposure to Admin console for Adobe Acrobat Sign (Services).
  • Previous development/programming experience (Java, C#, JavaScript, HTML, XML, AJAX, REST full web services).
  • Knowledge of Salesforce API, and Force application is strongly desired.
  • Hands-on experience in Salesforce, Microsoft SharePoint, and Microsoft Dynamics is strongly desired.
  • A good understanding of enterprise application integration, including SOA, ESB, EAI, and ETL environments, and an understanding of integration considerations such as process orchestration, customer data integration, and master data management.
  • Candidates with a background in software/product support from either Web-based or SAAS solution environment.
  • Skills in using diagnostic tools along with a methodical, pragmatic approach to resolving technical issues.
  • A clear sense of integrity, work ethic, and a sincere passion for helping customers solve technical issues.
  • Exceptional written and verbal communication with excellent phone mannerisms in the English language
  • Strong organizational skills with the ability to juggle multiple tasks and responsibilities.
  • Able to work on own initiative and not just prescriptive guidelines.
  • Flexible and willing to cover nonstandard business hours and holidays as needed.

Adobe is proud to be anu00A0u00A0and 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.u00A0
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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, emailu00A0u00A0or 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 otheru2019s employees.

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Last Updated: 23-05-2024 00:28:34 AM
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