Customer Support Engineer

at  Berkley Recruitment Group

CONTRACT SUPPORT ENGINEER, CONTRACT DUBLIN IRELAND

My client is looking for an experienced contract support engineer to join their team. The Contract Support Engineers (SE) will serve as frontline resources for Microsoft Azure Billing and Subscription Management customers and partners via phone, email, or web. They deliver real value by collaboratively and reactively solving customer problems through the application of analytical skills and proactive support advice.

The Role:

• Resolve complex customer Billing issues that may involve several cloud technologies (Azure, SQL Azure, AppFabric, etc.) and scenarios such as service availability, quality, outage management, subscription management, and correlation of usage and charges.
• Effective use of collaboration and troubleshooting skills within and across teams.
• Quickly identify cases that require escalation (either technically or strategically).
• Create and maintain incident management requests to product group/engineering group.
• Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat.

Have you:

• 3+ years of experience in technical support or billing support role or Bachelor’s Degree in CS and 1+ years technical support or billing support role or 3+ years in Operations, Business, Supply Chain, Finance, or a related field, or equivalent?alternative?education, skills,?and/or practical experience and 1+ years technical support or billing support role.
• Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills.
• Strong communications skills – fluent in spoken and written English
• The ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment.
• Azure Fundamentals certification, familiarity with Azure and/or compete cloud products.
• Knowledge of Excel: pivot tables, filters & look-up function.
• Leadership - handling challenging and politically charged customer situations.
• Passion for technology and customer focus.

Berkley Business & Technology is a specialist consultancy, recruiting professionals for organizations throughout Ireland, UK & Europe; for more information go to www.berkley-group.com.
If you would like to discuss this vacancy further or to discuss your career options in confidence, please telephone Jess Burke at 0831966926 or send your profile to jburke@berkley-group.co

• Resolve complex customer Billing issues that may involve several cloud technologies (Azure, SQL Azure, AppFabric, etc.) and scenarios such as service availability, quality, outage management, subscription management, and correlation of usage and charges.
• Effective use of collaboration and troubleshooting skills within and across teams.
• Quickly identify cases that require escalation (either technically or strategically).
• Create and maintain incident management requests to product group/engineering group.
• Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat