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Sr. Community & Social Support Consultant, Digital Video & Audio
Ref No.: 18-13425
Location: San Francisco, California
The Sr. Community & Social Support Consultant, Digital Video & Audio is responsible for engaging and assisting customers utilizing online communication and community management strategies to improve the success and satisfaction of Adobe customers. The primary goal of the Sr. Community & Social Support Consultant, Digital Video & Audio is to ensure our customers have an exceptional experience using Adobe Digital Video & Audio products and services. This goal is pursued via direct communication with customers, industry experts, product teams, IT, and other functional teams as well as via indirect means such as initiatives to improve product quality.
Key Responsibilities
Drive product and experience improvements related to top issues by documenting and tracking top customer pain-points and workflows through close collaboration with phone & chat team.
Serve as a customer experience advocate to product teams, marketing, and other Adobe stakeholders on top issues resulting from social insights and other customer touch-points.
Moderate Adobe online communication channels by reactively responding to questions, concerns, complaints, and other communications on social media channels, forums, blogs, and articles as appropriate.
Develop and implement best practices in community building/engagement and grow internal and external community participation in Adobe owned social properties.
Work with product teams and other customer advocacy teams to cross-functionally identify processes gaps and create process improvement plans.
Reproduce and log various customer complaints for product teams to triage.
Partner with corporate social media team to drive social media strategy.

3-5 years of relevant experience in digital video production: video editor, director of photography, videography, cinematography, or similar.
2+ years of community management experience
2+ years in technical support/service role
Experience with social media communication tools/technology
Advanced experience with the following Adobe applications:
Adobe Premiere Pro
Adobe After Effects
Adobe Audition
Adobe Media Encoder
Deep and broad technical expertise regarding the products and services supported
Ability to read and comprehend very large amounts of information very quickly
Ability to quickly evaluate communications to determine what follow-up is needed, by whom, and with what urgency
Excellent written communication skills
Excellent problem-solving/troubleshooting skills
In-depth familiarity with both Windows and MacOS operating systems.
Knowledge of technical aspects of video such as cameras, frame sizes, codecs, formats, containers, aspect ratio, etc.
Desire and ability to learn new things and adapt to changing circumstances
Understanding of search engines and how to optimize the performance of content through behaviors and content modification
Ability to empathize with customers and focus on helping the greatest number of customers to achieve success and satisfaction
Experience working with JIRA or other issue & project tracking software

Skills:
Required
SOCIAL MEDIA STRATEGY
VIDEO PRODUCTION
AFTER EFFECTS
PREMIERE
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
Additional
TECHNICAL SUPPORT
DOCUMENTING
ENCODER
MAC
MACOS
MARKETING
PROCESS IMPROVEMENT