Apprentice Tech Support

About the Role

As an Apprentice Tech Support, you will be trained to empower Adobe customers by resolving product and technical queries related to Adobe Experience Cloud. You will work alongside experienced engineers, learn to navigate complex software environments, and develop the communication and problem-solving skills that define a great support professional.

Key Responsibilities

• Handle inbound customer queries, with guidance from senior engineers and under the supervision of your mentor.
• Troubleshoot and resolve base level technical and product issues, under the supervision of designated senior engineers, escalating more complex cases with clear documentation.
• Learn to work within SLA frameworks — with the goal of meeting SLA targets independently.
• Document issues accurately in the case management system following established guidelines.
• Contribute to knowledge base articles as a learning deliverable, reviewed and published with mentor sign-off.
• Participate in rotational shift coverage, with a gradual introduction to evening shifts after the initial onboarding period.

Skills & Qualifications

• B.Tech / MCA / M.Tech / M.Sc graduate in the 0–6 months experience range.
• Foundational knowledge of web technologies: HTML, CSS, JavaScript, XML.
• Basic understanding of databases and SQL queries.
• Good written and verbal communication in English.
• Analytical mindset and willingness to learn in a fast-paced environment.
• Comfortable working in a shift environment to cater to global customer needs.
• Good to have: Exposure to any one of: Java, Python, PHP, or a modern front-end framework (React, Angular).
• Familiarity with RESTful APIs or web services concepts.
• Experience with any CMS, CRM, or marketing automation tool.

What You'll Learn

As an Apprentice Tech Support, you will gain hands-on experience and training pertaining to customer support for Adobe Experience Cloud products. You will develop the skills needed to be considered for opportunities at various companies. You will learn to troubleshoot and resolve technical issues, work within SLA frameworks, and contribute to knowledge base articles.

Resume Tip

When applying for this role, make sure to highlight your technical skills, such as proficiency in web technologies like HTML, CSS, and JavaScript. Also, emphasize your analytical mindset and willingness to learn in a fast-paced environment. Tailor your resume to the specific requirements mentioned in the job description, and don't hesitate to mention any relevant projects or internships you have completed.