Tech Support Engineer 3 - Dev & Oss

at  Tek Experts

Overview:
We’re seeking an experienced, customer-oriented Technical Support Engineer Level 3 to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 & 2 Support Engineers and should provide quick and accurate support.

DRIVING EXCEPTIONAL OUTCOMES WITH PURPOSE-BUILT SOLUTIONS.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you’re the fit we’re looking for. Join our global team of experts and grow your IT career with us.
Responsibilities:
This role focuses on providing exceptional customer support, not on hands-on development.
The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.

THIS ROLE WILL:

• Serve as the assigned customers’ personal point of contact for all product-related issues in order to build and maintain relationships.
• Manage customer expectations, implement action plans and communicate timely, professional updates throughout technical issue resolution.
• Deliver exceptional Premium Service, exceeding customer expectations to secure renewals and work with managers on at-risk accounts.
• Develop a deep technical understanding of the customer’s specific environment to research and identify appropriate remediation, collaborating with the Technical Account Manager, Enterprise Support Manager, and Customer Account Manager as needed.
• Create knowledge articles when helpful for teams and customers.
• Independently manage case load and stay on target to meet support standards.
• Collaborate with other teams as needed to resolve cross-team and cross-product issues.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  Qualifications:

IN THIS ROLE:

• At least 3 – 5 years of experience in technical and customer support roles are required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Higher level education in a relevant technology field, comparable experience in technical support, or relevant technical certifications are required.
• Advanced proficiency with hardware, software, operating systems, and/or programming languages required.