Job Details
Customer Support Specialist page is loaded **Customer Support Specialist**
**Customer Support Specialist**
locationsNew York time typeFull time posted onPosted 4 Days Ago job requisition idR118923 **Our Company**
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
Were 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**
Frame.io, an Adobe Company, is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. The Frame.io Support team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers in 180+ countries.
Support Specialists are responsible for working directly with our customers to help them start their first project, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Design, and Engineering teams.
As a team who works directly with our community, youll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company. On average, you will chat with 30-50 clients per day through Intercom, troubleshooting issues or instructing standard methodologies. While being a proactive support team, we identify what they're trying to do and offer the correct workflow solution and not just answer their immediate question.
This is a full-time position working at headquarters in New York City when it is safe to do so. This shift will be covering 9am-6pm EST Sunday-Thursday or Tuesday-Saturday. The first 90 days will be 9am-6pm Monday-Friday for virtual training and coaching.
**What you'll do**
* Provide thoughtful, personalized communication to 30-50 Frame.io users per day who range from experienced developers to non-technical customers
* Effectively resolve customer inquiries in a considerate and timely manner
* Investigate technical issues and see them through to a resolution/solution
* Make active contributions to help achieve team Objectives and Key Results
* Navigate Adobe Premiere, Final Cut Pro, and Resolve workflow questions
* Identify, escalate and prioritize bugs found in the software using JIRA
* Become an encyclopedia of knowledge about how Frame.io works and what it is capable of
**What you need to succeed**
* Experience in Adobe Premiere/After Effects, Final Cut Pro, or DaVinci Resolve
* Customer support experience
* Excellent communication and writing skills
* Passion for talking to customers all day, every day
* Willingness to keep a flexible schedule, which will include some weekends and holiday hours
* Ambition, eagerness and the will to learn and improve upon your own skills
* Would love to write a cover letter, so we can see your writing technique
* Willing to complete two assignments: Example Customer Questionnaire and an Example Support Article
Frameio-All1
At Adobe, you will be immersed in an exceptional work environment that is . You will also be surrounded by colleagues who are committed to helping each other grow through our unique approach where ongoing feedback flows freely. If youre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the and explore the meaningful we offer.
**There's more than meets the eye when it comes to Adobe.**
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.
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