Profile: Technical Support Engineer
Pan India: Remote Job
About the job
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:
Recognizing that your customers are experiencing an interruption in their work, you will partner with the customer to provide 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 the above in mind, you will have a demonstrated track record of providing technical Support services in a similar environment to Adobe.
Responsibilities:
- Provide a professional & competent standard of chat, phone and Online support for Global customers of products like Captivate, FrameMaker, RoboHelp, and Technical Communication Suite.
- Provision of Technical & Customer Support and issue resolution services directly to Top Value Customers (TVC), Enterprise (ETLA/CLP/TLP) customers, eVIP customers, Perpetual customers and Individual Subscription customers, leveraging appropriate internal and external resources to bring cases to closure.
- Responsible for following established processes and policies in all customers’ interactions.
- Deliver First Call Resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products.
- Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
- Accountable for personal achievement against performance targets including case resolution and turnaround time, open case aging, first contact resolution rate, case quality and customer satisfaction.
- Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
- Advanced research on issues escalated by regional Tier 1 Engineers.
- Assist in testing new and enhanced product features.
- Troubleshoot, validate and report customer submitted bug reports.
- Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions.
- Assist in special projects and other duties as assigned.
RequirementsSkills and Characteristics:
- Technically educated to degree level with a minimum of 1-2 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.
- 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 prioritize tasks and manage time effectively.
- 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 24×7 support coverage.
Knowledge & Technical Skills Required
- 1-2 years demonstrated professional experience in a technical role.
- Superior account management and customer relationship skills.
- Deep understanding of Windows operating systems and Mac OS knowledge.
- Proficiency in HTML, CSS & SharePoint.
- Should have basic level understanding of Learning Management System.
- Solid knowledge on various file formats.
- Intermediate level understanding of packaging & deploying various Adobe products & versions.
- 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 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, email accommodations@adobe.com or 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 other’s employees.
