Technical Product Consultant III

Job description

The Challenge

The Technical Support Consultant for Adobe 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 on 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 you’ll do

• The first point of contact for customers concerns relating to technical issues
• Customers advocate and represent their needs with internal product teams
• Provide extremely timely response/resolution to technical and product inquiries
• Provides resolution results within established Service Level Agreement Guidelines
This is an excerpt. Read the full job description on Adobe careers →