• Analytics Technical Support Engineer Jobs in Noida,India - 25156441

  • Adobe Systems Ltd

Job Description:

The Technical Support Engineer for Analytics solution will provide Technical Support for Adobe Digital Experience Customers Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Adobe Support team (Support and Engineering) The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk

When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products

What youll do

First point of contact for customer concerns relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide extremely 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 escalating into Engineering
Answer questions regarding product functionality and usage
Enable product features included in the contract which Customer cant enable themselves through the admin console
Troubleshoot implementation problems
Work high priority technical issues
Provide on-site assistance as needed to resolve product issues
Product Content Creation (KB articles, whitepapers, forum participation)
Provide Knowledge Transfer sessions to help reduce escalations into Adobe

What you need to succeed

At least two years experience in a customer support environment, preferably in a high- tech setting
Excellent communication skills, both written and verbal
Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
Strong ability to identify, research and quantify business problems using statistical analyses on large data sets
Proven ability to diagnose and troubleshoot complex 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 advanced development problems
Debugging of customer code
Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
Strong personal organization skills
Ability to multi-task and prioritize job requirements

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely

If youre looking to make an impact, Adobes the place for you Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer

Adobe is an equal opportunity employer We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 19th May 2020

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