Country:

United States

Cities:

Redmond

Area of expertise:

Delivery Management

Job Description

Job Summary:

The Adobe Support Desk Agent provides technical and functional support for Adobe Marketing Cloud products, user assistance on administration processes. The Adobe Support Desk Agent provides support for internal and external Microsoft Marketing customers and uses prescribed tools and processes for issue resolution.  The role handles common, non-complex, in-house requests (Tier 1), and operates in the technical and functional aspect of multiple product areas and their operating environment.  The Adobe Support Desk Agent is expected to answer questions regarding the tools and processes, research and resolve complex problems/issues and escalate technical or platform issues or changes.

Key Responsibilities:

·        Provide first point of contact and other support during business hours as warranted by customer needs and response time commitments. 

·        Respond directly to client requests via email and Microsoft Teams – act as a single point of contact for ticket resolution

·        Analyze issues and be able to complete/close tickets with minor assistance or determine if call needs to be escalated.

·        Create call ticket in tracking database and assume responsibility for the integrity, quality, and maintenance of call/customer data in the knowledgebase and onboarding/training materials.

·        Research and test product problems, bugs, and user configurations

·        Troubleshoot usability issues and provide instructional assistance for various platforms in the Martech stack (Adobe Marketing Cloud and Microsoft proprietary tools) in the capacity of an Adobe Business Practitioner

·        Participate in the implementation of process improvements in team operations

·        Participate and contribute to appropriate knowledge repositories to provide helpful information to support the team.

·        Act as team representative and contribute to Training/Onboarding materials and Q&A sessions with end-users

·        Specialize in a selected Adobe Marketing Cloud platform (one of Analytics, Campaign, Launch, Audience Manager, Target, AEM or AEP) and secondary backup specialization

·        Become Certified on one of the aforementioned platforms within 3 months of employment

This job description reflects management's assignment of essential functions; it does not prescribe or restrict responsibilities that may be assigned.

Qualifications:

Education:   Adobe Business Practitioner Certification preferred (or well on the path to certification)

Work Experience:

·        1-2+ years of applicable work experience in a marketing or technical related discipline

Physical Requirements:  None

Knowledge/Skills Requirements:

·        Voice support experience

·        Strong written and verbal communication skills

·        Ability to perform basic troubleshooting and identify the issue

·        Self-motivated; ability to learn quickly with minimal supervision.

·        Deductive reasoning, analytical, and problem-solving skills.

·        Expertise or knowledge on applicable systems and processes


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About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.