Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are growing our US-based support team that provides successful and timely delivery of technical support to Adobe Creative Cloud and Document Cloud customers! Customers range from small entities to Global Enterprise companies. Members of this team can rapidly diagnose problems, solve issues, replicate problems, evaluate trade-offs, and develop reliable solutions in a designated support role.Our technical support team members look after the customer by taking responsibility, providing expert advice, and communicating standard methodologies as appropriate. Specifically, the role involves keeping a positive relationship with the Enterprise customers, receiving inbound issues, evaluating and analyzing them, diagnosing technical issues, and identifying resolutions. It also includes documenting, tracking, and recording all issues and interactions. We collaborate with internal Adobe teams (Sales, Engineering, Customer Success, Professional Services, and others) to address sophisticated issues for which an immediate solution is not available.What You'll Do

• Work from our office in Lehi, you will support Adobe Support Plan customers through email, phone, chat, and web portals.

• Engage with customers to understand their needs and ensure their success by providing expert advice. Build and maintain positive relationships with clients by providing tailored solutions.

• Collaborate with Technical Account Managers, Sales, Marketing, and Product teams to develop and implement customer success strategies.

• Apply advanced problem-solving skills and root cause analysis to address customer issues promptly and effectively, ensuring their happiness and success.

• Take ownership of issues from initial contact through resolution, advancing critical support issues from customers to the appropriate internal channel.

• Replicate and report bugs to the Engineering team and work with them to resolve customer issues as soon as possible.

• Work closely with the product and engineering teams to share customer insights and improve our product based on customer experience and needs.

• Effectively apply support/diagnostic tools, and case management systems, update knowledge base articles, and communicate effectively through case documentation.

• As the need arises, participate in off-hours support activities including a rotational on-call schedule.

• Achieve performance targets including case status updates, resolution time, open case aging, case quality, and customer happiness.

• Find opportunities to streamline support processes and improve efficiency, contributing to the overall improvement of the support team's performance.

What you need to succeed

• Bachelor's degree in Computer Science, Information Technology Engineering, or a related field OR equivalent experience

• Validated experience in a technical support or engineering position.

• Highly technology literate, with knowledge of sophisticated network, browser, and software systems,... For full info follow application link.

   

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sex ual orientation, gender identity, disability or veteran status.

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