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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada Adobe Full time

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Adobe. As a Technical Support Specialist, you will be responsible for providing technical support to our global customer base, ensuring they are set up for success and resolving technical issues in a timely manner.

Key Responsibilities

  1. Provide technical support to customers via phone, email, or in-person, resolving technical issues and answering product-related questions.
  2. Act as a customer advocate, representing their needs with internal product teams and providing timely response and resolution to technical inquiries.
  3. Work closely with the extended Adobe Support team to ensure seamless customer experience and resolve high-priority technical issues.
  4. Document all customer cases, interactions, and environment details to ensure complete customer account reviews.
  5. Develop and maintain knowledge of Adobe products and services, staying up-to-date on new features and technologies.
  6. Collaborate with internal teams to identify and mitigate potential risks, ensuring customer success and satisfaction.
  7. Provide proactive issue status updates to required parties and record all issues related to customers within established process guidelines.
  8. Troubleshoot and qualify cases before advancing into Engineering, and answer questions regarding product functionality and usage.
  9. Enable product features included in the contract that customers cannot enable themselves through the admin console, and troubleshoot implementation problems.
  10. Work on high-priority technical issues and contribute to product content creation, such as knowledge base articles and whitepapers.
  11. Provide knowledge transfer sessions to help reduce escalations into Adobe.

Requirements

  1. Java development experience and experience with JavaScript, HTML, CSS, XML, Docker/K8s.
  2. Experience with Adobe CQ/AEM is highly desired but not a hard requirement.
  3. Windows/Linux server knowledge, performance tuning and optimization, and debugging of customer code.
  4. Knowledge at API level of 3rd party applications and a Bachelor's Degree or equivalent experience.
  5. At least 3 years of full-time experience in customer care/customer support or a related field, but AEM experience can be overlooked.
  6. Experience in a wide range of computer operating systems and software, with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
  7. Advanced written and verbal communication skills, strong personal organization skills, and ability to multi-task and prioritize job requirements.

What We Offer

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.