About the role

Hiring for Technical Support Consultant (AEP)

Payroll - OmHRA

Deputation: Adobe Systems Noida

Shift : US Shift

About Adobe

At Adobe, we are transforming the world by empowering individuals to bring their ideas to life and create content that enhances both personal enjoyment and professional productivity. We enable businesses and organizations to deeply engage with their customers through our innovative solutions. Our work is behind the beautifully designed content you see on your laptop, TV, phone, and tablet every day. We harness the power of big data to help companies transition from data to insight and from insight to action, delivering the content people crave most.

We believe that product innovation stems from people innovation, which is why we invest in cultivating leaders throughout our organization. If you are passionate about leading from where you sit, join us.

The Challenge

Adobe Technical Product Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email. They handle complex and technical support issues with varying degrees of priority, all while ensuring customer satisfaction. Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multitask and prioritize effectively. They undertake assigned projects and support team members, representing Adobe in a professional manner.

Responsibilities

Provide technical support via telephone and email, thoroughly logging all interactions in respective support cases.
Work night shifts without rotations, with a 9-hour shift ranging from 8 PM to 7 AM IST.
Participate in weekend or holiday coverage on a rotational basis with the team.
Validate and report customer-submitted product bug reports with precision.
Educate customers on the use of Digital Marketing products.
Handle projects expertly and within stated timelines.
Fully own cases and contribute to the success of global teams.
Identify trends and potential issues, communicating them promptly to affected parties.
Support sustainable and scalable software solutions for Adobe’s largest customers.
Maintain accurate and complete product documentation.
Treat each case as an opportunity to delight customers, despite factors outside the consultant’s control (such as product limitations or dependencies on third parties).
Assist in special projects and other duties as assigned.

Required Technical Competence

Must have good written and communication skills.
Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and web services.
Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, and 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.
Experience with Tag Management tools.
Desirable experience with Adobe Solutions such as Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, within or outside the Adobe Marketing Cloud.
Demonstrable ability to diagnose and fix complex analytic implementation issues.
Practical understanding of JQuery, Angular JS, and 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 (Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics) is desirable.
General knowledge of working with Google, Tealium, Salesforce, and Pega technologies.
Some experience in digital marketing, CRO, digital analytics, decisioning, campaign planning, creative, and UX disciplines.

#37470756 #37461841 #37440672 #37411311|| Technical Support Consultant (AEP)