Technical Support Engineer Maidenhead, England
Job description
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!
Workfront Technical Support Engineer
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 are passionate about empowering people to craft beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We are on a mission to hire the very best and are committed to building 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! The Opportunity
We are looking for smart problem-solvers who are experienced and motivated to provide excellent service to our customers and partners globally. You will get to know the core features of our Workfront product at an expert 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 are required to troubleshoot and test directly with the customer and work cross functionally and collaboratively to resolve issues to our customer’s happiness. You will have the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights to colleagues and management. What you will Do
1st line of support - Provide professional technical support to Adobe Workfront customers via phone, chat and email.
Meet obligations of Service Level Agreements between Adobe Workfront and its customers.
Troubleshoot, research and analysis to allow fast path to resolution for customer issues, with desire to understand customer’s priorities and use case.
Understand processes in order to work efficiently and provide customers with answers.
Share feedback and insights to the team to deliver continual improvement on ways to better serve our customers.
Become proficient in the Workfront product and help others to achieve the same. What you need to succeed
Ability to work Monday-Friday, 9am-5pm GMT, Every other weekend shift requirement.
Flexibility to cover various time zone shifts when required.
Knowledge and understanding of database applications and web server technologies.
Strong teammate with a collaborative approach.
The ability to efficiently queue manage, multi-task and prioritize, with strong troubleshooting effectiveness gained through previous technical support experience.
Customer focused, with strong communication skills and a customer first, customer satisfaction results driven approach.
A solid understanding of Salesforce and TEAMs.
Learning agility with a drive to deliver against commitments, in a high pressure environment.
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you are looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.
