Job Designation :Customer Care Specialist
Job Description:
Adobe believes in hiring the very best. We are known for our vibrant, dynamic and rewarding workplace where personal and professional fulfillment and company success go hand in hand. We take pride in creating exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities. We invite you to discover what makes Adobe such a great place to work.
Responsibilities
Work directly with Regional Tier 2 and TAM support consultants on product issues to investigate and resolve escalated customer cases. Escalated support cases are transferred into the TRT consultant’s work queue.
As a key member of the TRT team in Noida, you will provide in-depth technical support to new and existing Adobe Customers, Partners, SEs for their Applications for the Americas/EMEA/ APAC Regions along with handling Exec Escalations.
Set up reproducible test cases to model reported product defect behavior on a variety of hardware and software platforms.
Proactively meet with Tier 2/TAM consultants to review open support cases and provide direction / next steps, in advance of formal escalation requests.
Evaluate customer requests for engineering hot fixes based on defined criteria.
Interface with engineering teams to manage the hot fix process for assigned escalations. Communicate requirements to Engineering (and management), validate bug reports, communicate issue status to Tier 2/TAM (and Support management), validate hot fix (functional testing).
Contribute to the online knowledge base by regularly writing and reviewing technical articles (”TechNotes”) for publication on the support web site.
Participate regularly in the ColdFusion product Forums.
Follow established processes and policies in all case escalations.
Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
Location: India
About us :
Adobe India offers a brilliant work environment that thrives on innovation, a great corporate culture, core values and some of the brightest coworkers anywhere. Adobe has approximately 1600 employees in India and has facilities in Bangalore and Noida. Employees in the Bangalore office mainly work in the areas of product development and quality assurance. The employees in Noida primarily focus on product and quality engineering, in addition to supporting Adobe’s Global Customer Care center. Visit www.adobeindia.com for more information about Adobe India.
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