Technical Support Consultant - Analytics

Responsibilities:

  • Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.
  • Will work night shifts 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 data insertion and reporting APIs, SOAP, REST, and PHP.
  • Desirable to have experience using Adobe Solutions like Analytics, Target, Audience Manager, Platform (A 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.


Education:

  • Bachelor's degree in computer science or related field.
  • 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.
  • Extensive knowledge of MS Office, email, and how the Internet and websites work.
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