Senior Cloud Technical Support Specialist
hace 1 mes
We are seeking a skilled and customer-oriented Senior Cloud Technical Support Specialist to join our team at Tek Experts.
This role is perfect for someone who loves technology, understands its complexities, and is adept at using it to resolve issues. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.
As a member of our Azure Platform Technical Support (APTS) team, you will provide world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure.
You will communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Responsibilities- Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior support engineers as needed or requested by management.
- A minimum of 1 year of technical and customer support experience.
- 85% English language proficiency in both written and oral communication.
- Basic knowledge of virtualization.
- Network basic connectivity.
- TS Tools, Task Manager, Regedit, .har file.
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