Overview
We’re looking for a Fintech team member to serve as first point of contact for customer queries and issues.
You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat.
This role shares knowledge and collaboration with colleagues to continuously improve and help deliver exceptional customer service.
Responsibilities
A commerce Support Engineer is knowledgeable in Microsoft Azure services, technologies, offerings, and the Azure billing platform. A successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone and email,; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Microsoft Azure architecture and offerings to provide customer resolution and proactive customer recommendations; has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-sensitive customer situations.
Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group or engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of customer support services
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.
Qualifications
Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers
Must have completed the compulsory 1-year NYSC or have an exemption certificate
Familiarity with Azure and/or compete cloud products (Preferred)
Knowledge of Excel: Pivot tables, Filters & look-up function (Desired)
Demonstrable troubleshooting skills
Technical skills: Understanding of subscription management and billing platforms
Apply via :
careers.teknowledge.com