What is the Role
Delivering a quality experience to our customers by demonstrating a high sense of ownership with the ability to advocate on behalf of the customer and ensure excellent service.
Provide technical support and product guidance to customers, partners, and others who are involved in developing campaigns and other marketing channel communications on our platform at all stages of the lifecycle.
Proactively develop and nurture good working relationships with developers and users at customer sites to ensure that their success with our product is assured through your efforts.
Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality.
Build and maintain strong working relationships with other teams that support customer needs and business goals.
What you’ll do
Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
Timely communication with customers concerning status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps & timeframes and delivering against that
Ensuring that customer issues are resolved in a timely manner and to their satisfaction as measured by our transactional survey
Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
Educating customers on specific product functionality required to resolve their issues.
Working collaboratively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.
Writing and presenting internal informal courses on troubleshooting areas of product functionality.
Creating solution entries as required
Troubleshooting issues related to 3rd party software applications
Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members
What you need to succeed
Significant experience in a software support environment supporting complex, multi-tiered enterprise software applications.
Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
Experience with web services APIs, database connectors, SOAP
Proven in depth of knowledge of complex, database-centric, internet-based systems
Ability to multi-task and work through problems independently
Excellent Communications skills (written & verbal).
4 year degree or equivalent experience
Additional skills expected
Curious and interested in learning new technologies
Strong multiple priority management skills
Demonstrates awareness and commitment to customer satisfaction
Worked in a role recently (within the past 5 yrs) as a technical support person that was working with business enterprise customers.
Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases.
Demonstrable experience reading and troubleshooting XML, HTML
Demonstrable network / client server connectivity.
Has digital marketing experience from an email service provider, or a competitor