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 looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our customers and partners around the globe. You will get to know the core features of our Workfront product at an experienced level. The primary responsibility is to handle customer issues related to Workfront products and services over the phone as well as through tickets and chat.
Technical support engineers must be able to identify the issue by trouble-shooting and testing with the customer and work with our escalation teams, as needed, to resolve any issues to our customer’s satisfaction. You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team.
What you'll do
1st line of support - Provide professional technical support to Workfront customers via phone, chat and email updates
Meeting obligations of Service Level Agreements between Workfront and its customers
Understand processes in order to work efficiently and provide customers with the right answer
Providing feedback and insights to the team on ways to better serve our customers
Creating and improving our Knowledge Base content, both internally and externally
Becoming an expert in the Workfront product and helping others to do the same
What you'll need to succeed
Ability to work Monday-Friday, 9am-5pm GMT; rosta’d to work every other weekend
Flexibility to cover various timezone shifts when required
Understanding of database applications.
Understanding of web server technologies.
Strong teammate with a collaborative approach
Excellent written and verbal communication skills
Multi-tasker with an ability to prioritise
Results / customer satisfaction driven
SalesForce working knowledge