(French Speaking) Campaign Technical Support Consultant
Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
Timely communication with customers concerning the status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps & timeframes and delivering against that
Ensuring that customer issues are resolved in a timely manner and to their satisfaction as measured by our transactional survey
Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
Educating customers on specific product functionality required to resolve their issues.
Working collaboratively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.
Writing and presenting internal informal courses on troubleshooting areas of product functionality.
Creating solution entries as required
Troubleshooting issues related to 3rd party software applications
Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members
Preference given to French language skills
Significant experience in a software support environment supporting complex, multi-tiered enterprise software applications.
Experience with one or more database platforms (Oracle, SQL, MySQL, or PostgreSQL) is required.
Experience with web services APIs, database connectors, SOAP
Proven in depth of knowledge of complex, database-centric, internet-based systems
Ability to multi-task and work through problems independently