Service Center Specialist

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 live 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 customers’ 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 within time-based deadlines.
3. Able to work in different shifts to cater to customers from all geography.
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. Proactively 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 ongoing 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 all company/project related information to be kept confidential
• Experience working in a team environment, managing a diverse workload
• Good conceptual understanding of 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, MS Word, 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 ensuring the smooth functioning of the 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 customers' 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 Knowledgebase 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