Service Center Specialist- 34574882

Job Title: Service Center Specialist  
Location: Noida (Hybrid)
Payroll: OmHRA

About Adobe

At Adobe, we are changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

 

Digital Experience Cloud Overview

Adobe Experience Cloud brings together all customers' marketing technology in a single place, enabling them to manage content, deliver email campaigns, automate ad buying, and measure success—all through one integrated approach for customer experience management.

 

The Challenge

• Requires an attention-to-detail approach to ensure meaningful contribution.
• Ability to work on multiple deliverables and complete them within time-based deadlines.
• Ability to work in different shifts to cater to customers across all geographies.
• Communicating with internal teams across the globe.
• Identifying automation opportunities.
• Carrying out projects to represent Adobe in a professional manner.
• Proactively developing and nurturing strong working relationships with internal teams and customer users to ensure their success with Adobe products.
• Effectively researching, recording, and maintaining ongoing knowledge of best practices for product usage across all functional areas.
• Building and maintaining strong working relationships with teams supporting customer needs and business goals.

 

Key Responsibilities

• Work cooperatively with team members across Adobe, including TAMs, Premier Support Teams, Engineering, Technical Operations, and Deliverability.
• Provide dedicated support during important customer events while coordinating with internal stakeholders to ensure the smooth functioning of client environments and minimize service interruptions.
• Manage all customer communication with appropriate etiquette, timeliness, and professionalism while achieving agreed operational targets.
• Demonstrate an understanding of escalation handling procedures.
• Review customer environments to assess technical readiness for achieving business and technical objectives, and map product capabilities to key use cases.
• Identify gaps, risks, and opportunities, and provide recommendations, mitigation strategies, and next steps.
• Understand product technology and customer implementations from a functional standpoint, and describe and demonstrate product features and capabilities.
• Document latest release updates, bug fixes, security fixes, and tutorials for effective communication to Adobe customers.
• Demonstrate ownership and willingness to complete assigned tasks in a timely manner.
• Be accountable for achieving performance targets, including ticket resolution, responsiveness, turnaround time, ticket aging, and ticket quality.
• Participate in Business Intelligence processes, including contributing to Knowledge Base documentation.
• Take responsibility for continuous learning, skill development, and identifying knowledge gaps.
• Manage incidents professionally and within defined timelines.
• Assist with special projects and other assigned duties.

 

Required Skills & Qualifications

Core Competencies

• Innovative thinking and thoughtful risk-taking.
• Excellent oral and written communication skills.
• Ability to collaborate across the organization.
• Customer-focused approach.
• Strong problem-solving mindset.
• Professional approach with the ability to maintain confidentiality of company and project information.
• Experience working in a team environment while managing a diverse workload.

Technical Skills

• Good conceptual understanding of one or more of the following technologies:
  • Web Technologies – Java/J2EE, JavaScript
  • Web Architecture and Topology
  • HTML, CSS, XML, AJAX, jQuery
  • Database Concepts and SQL Query Language
  • Windows, UNIX, and Linux Operating Systems
  • OOPS, Networking Concepts, SDLC, and Agile Frameworks
  • MS Excel, MS Word, MS PowerPoint, MS SharePoint, Power BI, and Power Apps
  • Basic understanding of digital analytics and data filtering/structuring
  • Browser Developer Tools
• Experience with Adobe products such as Adobe Audience Manager, Adobe Target, Adobe Campaign, Adobe Experience Manager, and Adobe Analytics is a plus.

 

Why Adobe

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 is 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 race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.