What you’ll do
•Provide a professional and efficient customer service function and takes a strong personal pride in what they do on behalf of Adobe’s worldwide Partner Programs Group. Focuses on quality, customer service and doesn’t want to let people down.
•Deliver a high quality, business to business support service resolving partner enquiries at the first point of contact wherever possible.
•Confidence in communicating with partner contacts at all levels of management.
•Act in a mature and professional manner towards partners and Adobe employees at all times.
•Communicate and articulate clearly with the partner (in both verbal and written communication), providing a professional and competent standard of phone and online support, with excellent spelling, grammar and attention to detail.
•Show confidence and willingness to assist partner in resolving any open requests for support, assistance, or information on partner membership.
•Manage all partner communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
•Demonstrate ownership and willingness to resolve issues in a timely manner, using appropriate databases or systems to confirm and review previous history if applicable.
•Ability to assess partner sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the partner using the approved escalation path.
•Appraise and give feedback on tasks performed giving recommendations and suggestions for improvement as and when identified.
Technical / Troubleshooting
•Able to use appropriate questioning techniques to determine the exact nature of the contact and fully understand the partner request or issue.
•Ability to follow documented procedure for the type of contact the partner needs using tools and tools & resources to help resolve partner issues (escalation points, knowledge base tools, internal applications etc.).
•Demonstrate technical/procedure knowledge with the ability to provide an accurate and complete solution to the partner needs and confirming the partner understands the solution thoroughly.
•Manage all required follow-up work on time and aim to meet or exceed partner expectations.
•Adapting to the partner level, ability and confidence to 'talk' to the partner in terms they will understand (not talking 'over their heads' to a non-technical person, or using flippant and unnecessary chatter towards a more professional partner).
What you need to succeed
•Previous Customer Service experience or previous Support Centre experience required.
•Skilled in database work and confident PC user with internet experience.
•Knowledge of logical troubleshooting skill to gather all necessary information up-front and escalate only when necessary.
•Experience working in a team environment and managing a diverse workload.
•Excellent communication and influencing skills.
•Ability to manage tasks in agreed timeframe.
•Confidence in communicating with various business groups within the wider Adobe Worldwide Partner Team, Partner Managers and Regional Field offices.
•Understanding of key concepts of First Call Resolution and Customer Satisfaction.
•Some relevant industry experience or basic understanding of the type of partners and their customers using Adobe products and/or basic understanding of how partners and their customers use the software.