Toronto, ONJob Description
As an Azure Tech Support, you will provide a world-class customer service experience to Azure customers. You will be the first point for customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution. This will include talking the customer through account set up, to troubleshooting and resolving all technical issues. You and your teammates will redefine “customer satisfaction” to mean that the customer is “blown away” as you resolve the issue on the first call. In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and remote assistance.
KEY RESPONSIBILITIES
Provide world-class customer experience with every interactionEngage and empathize with customers to support and resolve technical issues through completionDevelop, foster and maintain highly effective customer interactionSupport installation, configuration, and support of Microsoft AzureAccurately document all work performed through ticketing system including details and outcomesEnsure accurate and timely resolution of all assigned issuesEscalate product bugs or non resolvable casesNotice trends and report reoccurring problemsDevelop, foster and maintain effective working relationships with engineering to enhance the customer experienceUpdate Azure licenses, subscriptions and user management as necessaryShare your knowledge with teammates and guide them in the resolution of complex technical problemsCollaborate with team members to enhance the customer experienceIncrease engagement with AzureShare knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendationsParticipate in product testing, tool building and pilot new projectsEnforce a high-quality customer service cultureStay up to date with technological changes in the industry with internal and external trainingREQUIREMENTS
MANDATORY SKILLS AND EXPERIENCE
1-2 years experience in any one or combination of Azure, Active Directory or other cloud based system, and troubleshooting experiencePassionate about delivering the ultimate customer experienceDemonstrated professionalism in resolving customer issuesSuccess at working in a team environment where a customer obsessive culture is paramountDemonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutionsDemonstrated ability to think on your feet and take a methodical approach to troubleshooting.Commitment to meet and exceed individual and team KPIsExcellent written and verbal communication skillsUnderstanding of Azure capabilities, plans, service descriptions and featuresExperience with desktop administrationExperience with remote desktop supportKnowledge of concepts and best practices relative to call center methodologiesDemonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understandingDemonstrated Execution: ability to act and follow throughDemonstrated Results: ability to make a difference by successfully exceeding expectations on established metricsGOOD TO HAVE SKILLS AND EXPERIENCE
Certified in Azure by MicrosoftExperience with Microsoft Windows operating system environmentExperience with server and network administration (Windows or Linux)Experience with ITIL methodologies and best practicesExperience with server & network administrationUnderstanding of DNSExperience with POP/IMAP/SMTPConcepts of Networking FundamentalsExperience with the following technologies:
Azure App Service Apps and Virtual Networks Knowledge in designing, implementing, and managing physical/virtualActive DirectoryMicrosoft Exchange ServerMicrosoft ServerMicrosoft SQL Server ManagementExperience with the following troubleshooting scenarios:
Level 2 Azure Support EngineerAzure set up from start to finishAzure installation and ActivationAzure Certifications – AZ 300, 301, 303 and 100 needed – any one of these
Job Types: Full-time, Permanent
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