Sr. Technical Support Engineer

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Position Summary

Recognizing that your customers are experiencing an interruption in their work, you will partner with the customer to provide tier 2 supports to quickly and efficiently resolve their technical issues allowing them to get back to work. You will take care of the customer: maintaining ownership, offering expert advice and presenting opportunity as appropriate. Specifically, the role encompasses inbound issue reception, triage and analysis technical issue diagnosis and resolution identification documentation, tracking and recording of all issues and interactions partnership with WW Escalations team to address complex issues to which no immediate solution is available. With all of the above in mind, you will have a demonstrated track record of providing technical Support services in a similar environment to Adobe.

Responsibilities

. Provision of Technical Support and issue resolution services to Adobe's directly to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.

. Responsible for following established processes and policies in all customers interactions and escalations.

. Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction.

. Participation in Business Intelligence processes including taking an active role in Knowledge base document creation, incident case notes logging and recording, bug logging etc.

. Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.

RequirementsSkills and Characteristics:

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

. 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

. 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 Adobe Web/ Design/ photography or DVA family.

. ACE 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 Overview Adobe (NASDAQ: ADBE) is changing the world through digital experiences. Through our customers, we power digital content and apps-websites, ads, video games, magazines, movies and images-across every screen. We focus on two market categories where content is critical:Digital Media and Digital Marketing. Producing and publishing the world's most compelling content is the heart of our Digital Media business, and optimizing investments in that content is the basis of our Digital Marketing business. No other company helps manage the entire lifecycle of content like we do. And, no matter what your role at Adobe, you'll play a part in shaping the future of digital experiences. Join our team!

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

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