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!
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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!
As a member of Technical Support team for Adobe Experience Manager, Content Management System in Adobe Experience Cloud products, you will provide Technical Support for Adobe Experience Manager customers. They are the key personnel between customers and internal groups to maintain customer satisfaction with our solutions and resolve customer issues. The Technical Support Engineers deliver accurate and timely technical support to Adobe customers. They handle support issues of a sophisticated and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the capability to prioritize and handle various tasks at the same time. The Technical Support Engineer performing this function orchestrates the delivery of services designed to handle and mitigate the risk and support the successful operation and adoption of Adobe solutions in key accounts.
What you'll Do
Key aspects of this role include the following activities:
- Provide customer support via telephone, web-conferencing and portal.
- Through your actions, drive measurably high levels of customer satisfaction that lead to customer loyalty and retention.
- Act as a customer advocate, ensuring all customers' voices are heard inside Adobe!
- Collaborate closely with engineering and product management to ensure customers' desires for future product direction are heard.
- Address customer questions and concerns, large and small, in an effective and timely manner
- Understand the real-world impact that product issues and defects can have on our customers and their business.
- Work closely with customers to understand their business and how best to assist them in optimally using Adobe Experience Manager.
- Accurately record and maintain incidents in accordance with department standards.
- Investigate, validate, and report customer submitted bug reports.
- Assist Product & Cloud Engineering staff in resolving product issues.
- Partner with Technical Account Managers and Customer Success Managers.
What you need to succeed
- Fluency in JAPANESE and proficiency in English (reading/writing and verbal communication) is a plus
- At least three years experience in a customer support environment, preferably in a high-tech enterprise setting
- Excellent oral and written communication skills; the ability to clearly communicate technical solutions, and how they can solve customer business problems, to all types of audiences
- Be a problem solver, constantly finding opportunities to improve processes and then acting
- Ability to solve problems, while ensuring customer satisfaction, systematically and effectively within stated service level goals
- Ability to build strong relationships across internal teams and with customers
- Embrace teamwork, but equally, independent and dedicated, proactive self-starter.
Must have Technical Skills:
- Experience with HTML5 (JavaScript and CSS)
- Basic Knowledge on Java
- Experience with analyzing log files and/or debugging of customer code.
Nice to have Technical Skills:
- Experience with troubleshooting and building virtualized environments and/or cloud environments
- Experience with Web application development using Java and its security measures
- Experience with network troubleshooting
- Experience with database management and/or cloud-based data storage
- Experience in managing Windows/Linux servers
- Special consideration given for: Experience using Adobe Experience Manager or other Content Management Systems
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.
ポジション概要
Adobe が提供する Contents Management System である Adobe Experience Manager (AEM) を使用
するお客様の技術的な課題に対処し、お客様の成功をサポートできるテクニカルサポートのメンバ
ーを募集しております。質問への回答、優先度の高い問題の記録と作業、顧客との定期的なミーテ
ィング、およびグローバルチームや開発部門への問題報告、エスカレーション管理を行います。
チームの重要な目標は、秀逸したカスタマーエクスペリエンスをお客様に提供し、当社の製品を活
用するお客様のビジネスを成功に導くことです。
主な業務内容
- 電話、Web 会議、ポータル、電子メールを介して顧客サポートを提供する
- 製品に関する問い合わせに対しタイムリーな応答/解決策を提供
- 再現テスト、ログ解析の実施
- 開発部門や国内外のチームと協力し、お客様の立場に立って製品やサービスを改善
- 製品の問題や欠陥が顧客とそのビジネスに与える可能性がある現実の影響を理解
- 部門の基準に従ってインシデントを正確に記録、管理
- 製品およびクラウドエンジニアリングスタッフが製品の問題を解決できるように支援
- 製品サポートコンテンツの作成と提供（製品ドキュメント）
- Ultimate Success プラン (上位有償サポート)の顧客へパーソナライズしたサービスの提供
- サポートサービスマネージャーやテクニカルアカウントマネージャー、カスタマーサクセスマネージャーなどのアドビ内のステークホルダーとの連携
必須スキル
- HTML5 (JavaScript、CSS)の経験
- Java の基礎知識
- ネイティブレベルの日本語
- 日常会話レベルの英語
- お客様の問題を解決するネゴシエーションスキル
- 時代に合わせ変化していく新しい技術を学べる能力
歓迎スキル
- AEM /CQ の使用経験
- 仮想化環境やクラウド環境のトラブルシューティングや構築
- Java を用いた Web アプリケーションの開発やセキュリティ対策
- 3 年以上のエンタープライズ向けのテクニカルサポート
- ビジネスレベルの英語
- プレミアサポート経験
- ネットワークトラブルシューティング
- データベースの管理Windows/Linux サーバーの管理
Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.