Our CompanyChanging 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!
We are searching for a new member to join our EMEA Premier Support team. Our primary responsibilities are to provide technical support and services to Enterprise customers on our Premier Support program. You will act as the customers designated point of contact in the Customer Care organization! As a key member of our Premier team, we help ensure customer success and value realisation from the Adobe Experience Cloud solutions. We focus on building trust and familiarity with our customer contacts and through them their business objectives enabling us to effectively advocate on their behalf across the organization! We are occasionally required to go onsite to meet our customers face to face, helping strengthen our relationships and help resolve highly complex issues.
What You’ll Do
Key aspects of this role include the following activities:
We provide timely response and resolution to technical queries
Build and maintain knowledge of customer environments and key business objectives
Advocate on behalf for our accounts with our internal product teams
We schedule and deliver regular customer incident reviews
We collaborate with the wider Premier team in order to provide customer centric data and insights into customer facing service reviews
Record and document all customer interactions in accordance with Customer Care standard methodologies and guidelines.
What you’ll need to succeed
Superb communications skills both written and verbal
Fluency in English and one other European language
Ability to research and resolve complex technical issues
Ability to prioritize and effectively handle your workload.
Experience in evaluating and understanding business impact of technical issues.
Demonstrable ability to find innovative ways to solve complex technical problems.
Experience with SQL and database management
Experience with data insertion and reporting API’s, SOAP, REST and PHP
Experience in debugging code by using Web developer tools