Technical Support Consultant

Responsibilities:

• Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.
• Will work night shifts in IST.
• Validates and reports customer-submitted product bug reports.
• Educates customers on the use of digital marketing products, specifically Adobe.
• Assists in testing new and enhanced products.
• Manages projects professionally and within the stated time.
• Fully owns cases in their name and contributes to the success of the global team.
• Identifies trends and potential issues and quickly communicates with affected parties.
• Support sustainable and scalable software solutions for Adobe's largest product.
• Helps maintain accurate and complete product knowledge.
• Treat each case as an opportunity to delight customers, despite factors outside the control of the consultant (such as product limitations or dependencies on third parties).
• Weekend or holiday coverage is required in rotation.
• Assists in special projects and other duties assigned.

Requirements:

• Must have deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0 and the web.
• Knowledge of Internet/digital marketing concepts.
• Experience with SQL and databases.
• Experience with data insertion and reporting APIs, SOAP, REST, and PHP.
• Desirable to have experience using Adobe Solutions like Analytics, Target, Audience Manager, Platform (AEP), or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.
• At least two years of experience in a customer support environment, preferably in a high-enterprise tech setting.
• Excellent communication skills, both written and verbal.
• Be a problem solver, constantly identifying opportunities to improve processes and then.
• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
• Extensive knowledge of MS Office, email, and how the Internet and websites work.
• Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.
• Bachelor's degree in computer science or related field.
• At least two years' experience in a customer support environment, preferably in a high enterprise tech setting.
• Excellent communication skills, both written and verbal.
• Be a problem solver, constantly identifying opportunities to improve processes and then.
• Extensive knowledge of MS Office, email, and how the Internet and websites work.