Customer Support Representative

Roles & Responsibilities:

Job Description:

• Adobe has three cloud solutions: Creative Cloud, Document Cloud and Marketing Cloud. As part of Adobe’s Global Business Direct (GBD) process, the Inbound Sales Manager (ISM) is responsible to handle the sales for two out of these: Creative Cloud and Document Cloud. Sales can be made through multichannel: inbound chats, calls and emails across different Geos like NA, EMEA and APAC. While new customer acquisition always remains a priority, an ISM also needs to be able to up-sell/cross sell to existing customers by way of consultative selling.
  
  Responsibilities:
  
  
• An Inbound Sales Manager is accountable for driving and generating revenue for the business unit working on inbound sales inquiries on phone calls or chats
• Deliver the quarterly target as assigned by the business and achieve growth on critical products like Adobe Sign, Substance and Stock
• Generate incremental revenue from the existing customers by up-selling additional products and services
• Understands pipeline management, working on opportunities/leads on SalesForce and be able to present a report on a weekly basis to the leadership team
• Maintain exceptional level of service quality through CSAT(Customer satisfaction)
• Identify opportunities where a product specialist team can be involved to increase the deal size. Set up and attend the demos with them
• Should be well versed with Adobe’s solution/products that he/she will be responsible to position or sell
  
  

Requirements:

• Graduation is a must for this role

• Should have excellent communication and presentation skills

• Proven quick learner, who can understand and be able to position Adobe products and newage Solutions

• An ideal candidate should be "passionate" about inside sales as a profession & a believer in the ideology that inside sales is the present & future of sales

• Should have the skills to engage a customer and seek more areas of revenue

realization(value selling Vs. Transaction selling)

• Preferred experience in North American sales/support process and understanding the nuances of selling in this region

• Should multitask and be comfortable switching between phone and chat to address multiple customer queries at the same time

• Candidates with prior IT Sales background with an understanding of SaaS and licensing will be a plus

• Should possess sound understanding of the sales cycle/Inside Sales model and consultative selling approach. Basic understanding of sales techniques like BANT, Sales funnel, and pipeline management is desired

• Should be willing to work in all Geos: NA, APAC and EMEA

• Should have a minimum typing speed of 40 words per minute for Chat

PCCSE (Prisma certified cloud security engineer) with 5 years of experience.

On site engineers with ability to work in 24-7 support environments.

Years of Experience required: 4 years (Min)

 Mandatory:-

·  At least 3 years of experience in database or BI developer role

·  Microsoft accreditation(s) preferred

·  Proficient at design and development of ETL using MS SQL Integration Services (SSIS)

·  Experience with common ETL Design Patterns

·  Proficient at writing T-SQL, stored procedures and functions

·  Proficient with analysis of data quality and data profiling

·  Experience with writing technical documentation and communicating database design

·  Experience working with an Agile team to create and develop operational processes and software

·  Experience developing ETL of OLTP data for analytical/BI reporting; ability to perform as OLTP DBA is a plus

·  Proficient in Excel BI Tools, XML, JSON and Version Control Systems (TFS experience is a plus)

·  Experience in OLAP schema modeling for DWH

·  Tableau desktop and Server experience is a plus.

• Experience : 3-6 years
  Experience in developing full-stack applications at scale
• Should have experience in any of the front-end frameworks like React, Angular, BackboneJS, Ext, etc, and HTML/CSS/Bootstrap.
• Experience in backend technologies like NodeJS, Python, GOLANG, REST web services and Java(OOPS, Collections, DB Access) or any other technology.
•  Hands on experience in JavaScript Concepts (OO-JS, Closures, Unit Testing, Module Patterns etc)
• Good to have skills like REST, Bootstrap, UI Components, CI/CD, NoSQL based DB is added advantage.
• Experience with advanced CSS programming using LESS or SASS is a plus.
• Expertise in of server side technologies and SQL/NoSQL is a plus.
• Experience of JavaScript testing frameworks like Karma, Mocha, Jest etc.
• It involves design the software system, Select algorithms, theories or technologies that will be used for BUSINESS Applications
• Contribute to software development design discussions for new features and new product development
• Strong Problem solving skills and ability to troubleshoot applications & environment issues
• Adaptability, ability to learn faster, Independent, responsible and diligent.
• Good team spirit and interpersonal skills, Excellent Written, Verbal, communication skills, Analytical skills & Business Thinking.

Ideally, you know how to write unit tests and maybe even better write them in TDD. You have knowledge in agile methodologies such as Scrum. You know about GIT and the use of continuous integration tools. You have developed single page JS applications end to end.

Candidate should have a bachelor or Master technical degree or equivalent experience. Strong knowledge in software engineering. Proactive Self Starter, creative thinker in designing, developing and supporting applications. Work as part of cross functional, passionate agile project teams to ensure quality is driven into the heart of the development process.

Responsibilities

• Take product ideas from ideation to implementation.
• Collaborate with Product and Design to create robust and usable features.
• Take ownership of the architecture for best performance and usability.
• Lead engineering discussions to ensure the best practices, maintainability and security of the application.
• Participate in design and code reviews.
• Lead and mentor the team of developers, to drive business objectives.

We are looking for

• 4+ years of experience building quality applications.
• Proficient in client-side JS frameworks such as React.js
• Passion for best design and coding practices and a desire to develop new bold ideas.
• Strong customer focus, ownership, and self-drive.
• Experience in planning, designing architecture and leading teams.
• Experience with SaaS products or an early stage startup is a plus.

JOB SUMMARY:

The Senior Software Engineer designs, develops, troubleshoots, and debugs software applications for our core product. This includes developing software components including Frameworks, APIs, Websites, Utilities, Databases, and Internet-related tools. Demonstrate technical leadership, mentor junior team members, contribute in effort estimation and identify hardware needs.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree in Computer Science or equivalent
• 4+ years working with React Js, exposure to Ember JS will be an advantage
• 5-12 years of industry experience in programming web applications, mobile and/or large-scale enterprise products.
• Proficient in JavaScript, CSS
• Strong experience in one of the following JavaScript frameworks: Ember, React, Angular
• Experience in XML, HTML, IIS
• Familiar with Agile methodologies
• Sense of ownership
• Passion for troubleshooting and problem solving
• Detailed oriented, professional, and possesses a positive work attitude
• Communicate professionally both verbally and in writing
• Extensive experience creating high-quality software in a team environment
• Experience leading projects from start to finish
• Experience with test-driven development (TDD) and/or writing and maintaining high-level test coverage, including both unit and integration tests