• First point of contact for customer concerns relating to technical issues• Customer advocate and represent their needs with internal product teams• Provide extremely 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… Show more • First point of contact for customer concerns relating to technical issues• Customer advocate and represent their needs with internal product teams• Provide extremely 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 escalating into 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• Troubleshoot implementation problems• Work high priority technical issues• Provide on-site assistance as needed to resolve product issues• Product Content Creation (KB articles, whitepapers, forum participation)• Provide Knowledge Transfer sessions to help reduce escalations into Adobe Show less