The Role: As a key member of our Technical Support Team in Ottawa, you will provide in-depth technical support services to new and existing Adobe Customers and Partners for the Flash Media Server for the Americas Region. Recognizing that your customers are experiencing an interruption in their work, you will partner with the customer to provide top-tier support to quickly and efficiently resolve their technical issues allowing them to get back to work. You will take care of the customer: maintaining ownership, offering expert advice and presenting opportunity as appropriate.
Specifically, the role encompasses inbound issue reception, triage and analysis; technical issue diagnosis and resolution identification; documentation, tracking and recording of all issues and interactions; partnership with WW Escalations team to address complex issues to which no immediate solution is available. With all of the above in mind, you will have a demonstrated track record of providing Technical Support services in a similar environment to Adobe. Main Duties and Responsibilities: ⢠Provision of Technical Support and issue resolution services to Adobeâs vendor teams and/or directly to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure. ⢠Responsible for following established processes and policies in all customer interactions and escalations ⢠Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction ⢠Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc. ⢠Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps Skills and Characteristics: ⢠Technically educated to degree level with a minimum of 3 years experience in this or similar capacity. ⢠Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (see below) ⢠Dependable, confident, tenacious, but also able to follow the chain of command and adhere to established practices and policies. ⢠Excellent inter-personal skills and the ability to communicate clearly at all levels; bright and enthusiastic with an outgoing personality. ⢠Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations ⢠Ability to remain calm, have a flexible attitude and to work with minimum supervision. ⢠Able to prioritize tasks and manage time effectively. ⢠Predisposition to innovative thinking. ⢠Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments ⢠Some travel within continental North America may be a requirement of this position. ⢠Ability to work flexible hours on a rotational basis to provide 5 day support coverage between the hours of 7am to 8pm Eastern time. Channels of Communication: ⢠Daily liaison with the Technical Support Manager ⢠Daily communication with peers from with the Technical Support and Customer Services organizations. ⢠Frequent communication with Regional Critical Situations Manager and Adobeâs team of Regional Technical Account Managers ⢠Frequent communication with members of Adobeâs Field Sales teams ⢠Frequent communication with customers at all levels Product Specific Skills and Experience ⢠Strong fault finding methodologies and practices in software integration in multi-platform systems ⢠Proven ability to research complex technical issues ⢠Proven experience in a customer facing or support environment. ⢠Knowledge of Flash Media Server and/or Actionscript 3.0 programming knowledge ⢠Knowledge of Flash CS3 authoring environment. ⢠Knowledge or the Flash Media Encoder, or similar streaming video technologies ⢠In-depth knowledge of server side networking and security including but not limited to, TCP/IP, Loadbalancing, Clustering, RTMP, RTMPT, RTMPTS, and Network deployment architecture ⢠Good experience of one or more of the following: J2EE, Application Servers (WebSphere,Weblogic), JavaScript, Actionscript, XML, PDF, SOAP. ⢠Some knowledge in a structured programming language e.g. Perl Scripting, C, C++, VB ⢠Strong working knowledge of one or more of the following platforms: Windows, Solaris, AIX, Linux, MAC OS ⢠Previous database experience in SQL / Oracle / DB2 ⢠In-depth knowledge of Coldfusion would be considered an asset ⢠In-depth knowledge of Flex would be considered an asset The successful candidate will have the opportunity to learn and support Coldfusion and Flex in addition to FMS. We will also consider candidates who have a strong background in either Coldfusion or Flex, who may not have all of the requirements for FMS. Adobe believes personal fulfillment and company success go hand in hand, sustaining one another. In fact, our dynamic, rewarding working environment is well known â including seven consecutive years on FORTUNE magazineâs "100 Best Companies to Work For" and other, similar accolades. By hiring the very best and brightest, Adobe continues to be a simply better place to work â creating a dynamic environment today and providing incentives for future achievement. Adobe is an equal opportunity/affirmative action employer. We welcome and encourage diversity in the workplace. To apply, please send your resume with a brief cover letter describing why you feel you are qualified for this position to Ami Neilan @ [EMAIL PROTECTED] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Adobe® ColdFusion® 8 software 8 is the most important and dramatic release to date Get the Free Trial http://ad.doubleclick.net/clk;192386516;25150098;k Archive: http://www.houseoffusion.com/groups/CF-Jobs/message.cfm/messageid:6574 Subscription: http://www.houseoffusion.com/groups/CF-Jobs/subscribe.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=11502.10531.13
