37633547 | Support Service Manager

Position: Service Center Specialist

Business Unit:	Customer Experience (Experience Cloud)
Location:	NOIDA

Our company

At Adobe, we are changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

Digital Experience Cloud Overview:

Adobe Experience Cloud brings together all customer’s marketing tech in a single place, so they can do everything from managing their content and delivering email campaigns to automating their ad buying and measuring your success. One integrated approach for customer experience management.

The Challenge

1. Requires “attention to detail” approach to ensure meaningful contribution
2. Able to work on multiple deliverables and complete them in time-based deadlines
3. Able to work in different shift to cater customer from all geos
4. Communicating with internal teams from across the globe.
5. Identifying the automation opportunities
6. Carry out projects to represent Adobe in a professional manner.
7. Pro-actively develop and nurture good working relationships with internal teams and users at customer sites to ensure that their success with our product is assured through your efforts.
8. Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality.
9. Build and maintain strong working relationships with other teams that support customer needs and business goals

What you need to succeed:

• Innovative thinking and thoughtful risk taking.
• Excellent oral and written communication skills
• Ability to partner across the organization
• Customer Focused approach
• Problem solving mindset
• Professional approach to all company/project related information to be kept confidential
• Experience working in a team environment, managing a diverse workload

Good conceptual understanding on one or more technologies in the following buckets:

• Web technologies JAVA/J2EE, JavaScript
• Web architecture and Topology
• Proficiency in HTML, CSS, XML, AJAX, jQuery
• Database Concepts and SQL Query language
• Working knowledge of different OS including WIN, UNIX, LINUX
• Good understanding of OOPS/Networking concepts, SDLC and Agile frameworks.
• Ms Excel, MsWord, Ms Powerpoint, Ms Sharepoint, PowerBi, PowerApps
• Basic understanding of how digital analytics is filtering/structuring data
• Browser developer tools
• Great to have experience on any of the Adobe products: Adobe Audience Manager, Adobe Target, Adobe Campaign, Adobe Experience Manager and Adobe Analytics

Responsibilities:

• Working cooperatively with Team members of other Adobe teams such as TAMs, Premier Support Teams, Engineering, Technical operations, and Deliverability.
• To provide dedicated support during important customer events while coordinating with internal stakeholders and ensure smooth functioning of client's environment to minimize the risk of interruption of service.
• Manages all communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
• Understanding of escalation handling procedures.
• Review of customer's environment to assess their technical readiness to achieve business and technical objectives. Map product capabilities to high use cases
• Identify gaps, risks and opportunities to provide recommendations, mitigation strategies and next steps.
• Understands how the technology works and understands a client’s implementation from a functional standpoint. Describe and demonstrate product features and capabilities.
• Documentation of latest release updates, bug fixes, security fixes and tutorials for effective communication to Adobe's customers.
• Demonstrate ownership and willingness to work on any assigned task in a timely manner.
• Accountable for personal achievement against performance targets including ticket resolution, responsiveness and turnaround time, aging and ticket quality.
• Participation in Business Intelligence processes including taking an active role in Knowledge base document creation.
• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
• Manage incidents professionally and within stated timelines.
• Assist in special projects and other duties as assigned.

At Adobe

You will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you are looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

Adobe at a Glance

Headquarters:	San Jose, CA
Founded:	1982
IPO Date:	1986
Employees:	20,000+
Offices:	70+ offices worldwide

About Adobe India

Adobe India offers a brilliant work environment that thrives on innovation, a great corporate culture, core values and some of the brightest coworkers anywhere. Adobe has more than 8000 employees in India and has facilities in Bangalore and Noida. Employees in the Bangalore office mainly work in the areas of product development and quality assurance. The employees in Noida primarily focus on product and quality engineering, in addition to supporting Adobe’s Global Customer Care center. Visit www.adobeindia.com for more information about Adobe India.

Other Info About Adobe and our three critical endeavors:

• Adobe
• Adobe Corporate Social Responsibility
• Adobe Culture and Benefits
• Adobe Investor Relations
• Adobe Executive Bios