About the role
Responsibilities:
- Provides support via email and telephone and thoroughly logs all interactions in the respective support cases.
- Works night shifts in IST.
- Validates and reports customer-submitted product bug reports to the respective team.
- Educates customers on the use of digital marketing products, specifically Adobe.
- Assists in testing new and enhanced products.
- Manages projects professionally and within the stated time.
- Fully owns cases in their name and contributes to the success of the global team.
- Identifies trends and potential issues and quickly communicates with affected parties.
- Supports sustainable and scalable software solutions for Adobe's largest product.
- Helps maintain accurate and complete product knowledge.
- Treats each case as an opportunity to delight customers, despite factors outside the control of the consultant (such as product limitations or dependencies on third parties).
- Weekend or holiday coverage required in rotation.
- Assists in special projects and other duties assigned.
Requirements:
- Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and the web.
- Knowledge of Internet/Digital Marketing concepts.
- Experience with SQL and databases.
- Experience with data insertion and reporting APIs, SOAP, REST, and PHP.
- It is desirable to have experience using Adobe Solutions like Analytics, Target, Audience Manager, Platform (AEP), or other web analytics and optimization tools in or out of the Adobe Marketing Cloud.
- At least two years' experience in a customer support environment, preferably in a high enterprise tech setting.
- Excellent communication skills, both written and verbal.
- Be a problem solver, constantly identifying opportunities to improve processes.
- Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
- Extensive knowledge of MS Office, email, and how the Internet and websites work.
- Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
- Bachelor's degree in computer science or a related field.