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!
Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.
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!
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. Adobe Customer Service and support team is looking for a team member who is passionate about helping people and working as part of a Japan and APAC team to improve product and customer experiences.
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!
Job summary
In this role, you will be responsible for ensuring our customers get timely and friendly support and empowering them to use the complete range of Document Cloud product. Pro-actively develop and nurture good working relationships with Global Engineers and users at customer sites to ensure that their success with our product is assured through your efforts. Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality. Build and maintain strong working relationships with other teams that support customer needs and business goals.
Responsibility
· Deliver high quality, customer-centric support to Adobe Document Cloud customers through various channels.
· Understand customers’ technical problem and business needs correctly
· Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
· Maintain support cases until resolution, drive other teams as needed, and lead customer expectations
· Meet individual case management Service Level and Customer Satisfaction goals
· Perform problem characterization, reproduction, diagnosis, and root cause analysis
· Work with Engineering personnel to resolve product issues or advancing their investigation as necessary in English
· Work with Sales, Customer Success members to manage Enterprise customer’s expectation and lead/drive the difficult issue handling process
· Work with local and international team members to more broadly understand and support our customers
· Deliver regular Service Reviews and Mentor Sessions to your customers
· Analyze trends in customer questions and needs in order to identify areas of improvement
· Create / localize knowledge content and technical documents to share information and drive customer’s self-help
· Take ownership and drive opportunities for completion to improve customer and employee satisfaction.
· Proactively and independently work towards achieving operational targets.
What you need to succeed (Qualifications)
· Passion to deliver customer service excellence.
· Strong sense of ownership. Customer-centric and empathetic mindset.
· Independent and self-driven, proactive self-starter
· At least 5 years of demonstrable experience diagnosing and resolving problems in complex software environment
· Experience providing direct support to external customers by phone, electronically, and face-to-face
· Demonstrated experience supporting enterprise software solutions, ideally electronic signature, SaaS solution
· Effective communications skills (written, and verbal), written and spoken fluency in both Japanese and English
· Ability to explain complex concepts simply and precisely
· Excellent organizational skills: ability to prioritize, manage, and execute tasks multi-functionally
· Excellent troubleshooting/problem-solving skills, attention to detail, logical thinking
· The ability to navigate challenging situations in a professional manner under pressure and having the sense of urgency
Preferred Skills / Experience
· IT, Network administration experiences
· Experience using Adobe Digital Media/DX Products
· Technical account management experience
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.
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.
