Technical Product Consultant - Adobe Analytics (Start ASAP)

Responsibilities

• First point of contact for customer concerns relating to technical issues

• Customer advocate and represent their needs with internal product teams

• Provide timely response/resolution to technical and product inquires

• Provides resolution results within established Service Level Agreement Guidelines

• Awareness of Customer business priorities & key events

• Provides proactive Issue Status updates to required parties

• Record and document all issues related to customers within established process guidelines

• Trouble-shoot/qualify cases before raising to Engineering

• Answer questions regarding product functionality and usage

• Enable product features included in the contract which Customer can’t enable themselves through the admin console

• Tackle implementation problems

• Occasionally needs to engage domain specialists in situations warranting a deeper level of knowledge/expertise. Regular collaboration with the team via scrums, queue bashes, and other interactions to learn new concepts and resolve complex issues, sometimes owning the sessions.

• Accelerated ability to comprehend and simulate/replicate customer reported issues demonstrating all the relevant channels of knowledge (documentation, communities, knowledgebase, peers, etc.) Demonstrates Intermediate to Expert troubleshooting skills.

Requirements

• Regularly demonstrates advanced ability to interpret customer business needs and issue impact to both the customer and Adobe; ability to communicate the business impact effectively to internal associates to accelerate resolution and limit the overall business impact

• Has excellent communication skills, both written and verbal

• Solid ability to identify, research and quantify business problems using statistical analyses on large data sets

• Demonstrable ability to diagnose and fix analytic implementation issues

• Experience with JavaScript, jQuery, HTML, and CSS

• Experience with SQL and database management.

• Experience with data insertion and reporting APIs, SOAP, REST, and PHP

• Thinks ‘out-of-the-box to creatively resolve development problems

• Debugging of customer code

• Should be flexible to work in a rotational shift environment.