Opportunity expired
First point of contact for customer concerns relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide timely response/resolution to technical and product inquires
Provides resolution results within established Service Level Agreement Guidelines
Awareness of Customer business priorities & key events
Provides proactive Issue Status updates to required parties
Record and document all issues related to customers within established process guidelines
Trouble-shoot/qualify cases before raising to Engineering
Answer questions regarding product functionality and usage
Enable product features included in the contract which Customer can’t enable themselves through the admin console
Tackle implementation problems
Occasionally needs to engage domain specialists in situations warranting a deeper level of knowledge/expertise. Regular collaboration with the team via scrums, queue bashes, and other interactions to learn new concepts and resolve complex issues, sometimes owning the sessions.
Accelerated ability to comprehend and simulate/replicate customer reported issues demonstrating all the relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.) Demonstrates Intermediate to Expert troubleshooting skills.
Regularly demonstrates advanced ability to interpret customer business needs and issue impact to both the customer and Adobe; ability to communicate the business impact effectively to internal associates to accelerate resolution and limit the overall business impact
Has excellent communication skills, both written and verbal
Solid ability to identify, research and quantify business problems using statistical analyses on large data sets
Demonstrable ability to diagnose and fix analytic implementation issues
Experience with JavaScript, jQuery, HTML, and CSS
Experience with SQL and database management.
Experience with data insertion and reporting APIs, SOAP, REST, and PHP
Thinks ‘out-of-the-box to creatively resolve development problems
Debugging of customer code
Should be flexible to work in a rotational shift environment.