CX Operations Specialist, Creative Cloud - Tokyo

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!

The Opportunity

The Technical Support Engineer for Adobe Creative Cloud products will provide Technical Support for Adobe Creative Cloud customers. They are the key personnel between customers and internal groups to maintain customer satisfaction with our solutions and resolve customer issues. The Technical Support Engineers deliver accurate and timely technical support to Adobe customers. They handle support issues of a sophisticated and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the capability to prioritize and handle various tasks at the same time. The Technical Support Engineer performing this function orchestrates the delivery of services designed to handle and mitigate the risk and support the successful operation and adoption of Adobe solutions in key accounts.

What you'll Do

• Through your actions, drive measurably high levels of customer satisfaction that lead to customer loyalty and retention

• Provide support to customer and Partner team via telephone, web-chat, and email

• Act as a customer advocate, ensuring all customers’ voices are heard inside Adobe!

• Collaborate closely with Global product engineer and product management to ensure customers’ desires for future product direction are heard

• Address customer questions and concerns, large and small, in an effective and timely manner

• Understand the real-world impact that product issues and defects can have on our customers and their business

• Work closely with customers to understand their business and how best to assist them in optimally using Adobe Creative Cloud products

• Accurately record and maintain incidents in accordance with department standards

• Investigate, validate, and report customer submitted bug reports

• Assist Product & Cloud Engineering staff in resolving product issues

• Partner with direct report manager and Partner teams

What you need to succeed

• Experience and knowledge about Adobe Creative Cloud product

• Fluency in JAPANESE and proficiency in English (reading/writing and verbal communication) is a plus

• Excellent oral and written communication skills; the ability to clearly communicate technical solutions, and how they can solve customer business problems, to all types of audiences

• Experience in a customer support environment, preferably in a high-tech enterprise setting is a plus

• Be a problem solver, constantly finding opportunities to improve processes and then acting

• Ability to solve problems, while ensuring customer satisfaction, systematically and effectively within stated service level goals

• Ability to build strong relationships across internal teams and with customers

• Embrace teamwork, but equally, Independent and dedicated, proactive self-starter.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. 

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of  gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.

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.