Technical Support Consultant
Adobe Software
JOB LEVEL
P20EMPLOYEE ROLE
Individual ContributorAdobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 13th, for Great Place to Work.
We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you!
About the role
In this role, you will be responsible for supporting enterprise customers who use Adobe Creative Cloud products and Document Cloud products in a personalized manner via multiple support channels.
You provide successful and timely technical support and advice to Adobe Digital Media customers who have purchased an Adobe Support Plan, working on a mix of reactive technical problem resolution and proactive engagement with assigned enterprise customers as their designated support contact. You will understand customers' businesses and needs to provide the most sophisticated software support and collaborate with global product engineer teams and other internal support organizations to help customers succeed.
You will actively listen to customers' feedback to identify their difficulties and address future requests with the product team. By working with cross-functional teams, you will also take ownership of identifying internal operational improvements needed to provide the best customer experience.
Responsibilities
- Deliver high-quality, customer-centric support to Adobe Creative Cloud/Document Cloud enterprise customers through various channels.
- Understand customers’ problems and business needs correctly
- Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
- Drive support cases, Research, replicate and report bugs and work with the Quality Engineering, Engineering, and Product Management teams to prioritize urgent and top issues for resolution while maintaining customer expectations.
- Create issue tickets to work with the global product engineering team to resolve product issues or advance their investigation as vital.
- Work with the Sales and Customer Success team to manage Enterprise customers’ expectations and lead/drive the difficult issue-handling process
- Work with local and global teams and analyze trends in customer questions and needs to identify areas of improvement
- Create/localize knowledge content and technical documents to share information and drive customer’s self-help
- Proactively and independently work towards achieving operational targets.
- Achieve performance targets, including proactive customer engagement results, case status updates, resolution time, progress against open cases, case quality, and overall customer satisfaction.
What you need to succeed
- Passion for delivering customer support excellence.
- Strong sense of ownership. Customer-centric and empathetic approach.
- Independent and dedicated, proactive self-starter
- 3 to 5 years of proven experience diagnosing and resolving problems in a complex software environment
- Demonstrated experience supporting enterprise software solutions.
- Effective interpersonal skills (written and verbal), written and spoken fluency in Japanese and business level of English
- Ability to explain sophisticated concepts simply and precisely
- Excellent organizational skills: the ability to prioritize, manage, and complete tasks multi-functionally
- Excellent troubleshooting/problem-solving skills, attention to detail, logical thinking
- The ability to navigate challenging situations professionally under pressure and having a sense of urgency
Preferred Skills / Experience
- Have a strong passion for discovering new Adobe products, technologies, including Gen AI, and has an interest in Creativity
- IT, Network administration experiences
- API knowledge
- Video editing software/industry knowledge
- Understanding of Identity and Access Management, Single Sign-On, SAML, and enterprise software deployment technologies
- Technical account management experience
- Experience using Adobe Digital Media/DX Products is a plus
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.
Take the plunge and jump in
Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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’re 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 proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
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