Job Vacancies at Tek Experts

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

The Customer Success Account Manager (CSAM) Support Team assists SMB customers of Microsoft’s Cloud to support their retention, growth and transformation. Support Specialists work directly with customers as well as Microsoft affiliates on assigned cases, quickly solving issues that affect business. You’ll earn our customer’s trust by positively representing our clients and exceeding customer expectations as you coordinate and communicate with them throughout resolution of issues. Subject Matter Experts collaborate with the Support Representatives and Customer Success Account Managers as needed on complex cases, drive process improvement and serve as liaisons with the Microsoft team.

This role will:

Responsible for the retention, growth, and cloud transformation of customers in their defined Area

• Retain customers: Identify and address customer pain points, develop and implement retention strategies, and track customer satisfaction.
• Grow customers: Identify new opportunities to grow the customer base, develop and implement growth strategies, and track customer acquisition.
• Cloud transformation: Assess customer cloud readiness, develop and implement cloud transformation plans, and track customer progress.

Present Microsoft cloud value propositions and differentiation that align to customer business objectives.

• Understand customer business objectives and challenges.
• Present Microsoft cloud value propositions and differentiation that address customer needs.

Provide Technical Product Overview And Insights.

• Understand Microsoft cloud products and services.
• Provide technical product overviews and insights to customers.
• Answer customer technical questions.

Audit And Confirm Implementation Requirements And Pricing Calculations.

• Review customer implementation requirements.
• Confirm pricing calculations.
• Identify and resolve any discrepancies.

Follow appropriate escalation path to resolve customer issues.

• Escalate customer issues to the appropriate team.
• Track the progress of escalated issues.
• Communicate with customers on the status of their issues.

Qualifications

CSAM is a good fit for you if:

• You’re familiar with Microsoft products, programs, and services.
• You have customer service experience and a desire to learn new technical skills.
• You have strong negotiation and problem-solving skills.
• You’re good at developing and maintaining positive working relationships.
• You’re an excellent multi-tasker with great organizational skills.
• You’re proficient in both written and oral English.

In this role:

• Minimum 1 year of experience in customer support.
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Some Technical knowledge, troubleshooting skills, accurate and logical problem-solving techniques. Experienced in Microsoft support.
• Broad knowledge of and ability to explain key end user scenarios to Commercial customers.
• Exposure and experience working in customer support [Consumer or Commercial.]
• Professional fluency in English is essential, both written and verbal.

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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

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.

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.

Qualifications

• Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers
• 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

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Overview

We’re seeking an experienced facilities or property management professional to join us as Facilities Manager/Property Manager. This role oversees the office space for Tek Experts' operations. You will ensure that our building and facilities stay well-maintained, always prioritizing timely responses to the needs and concerns of Tek Experts. The Facilities Manager/Property Manager is responsible for planning, leading, and managing all maintenance needed to improve the operation.

Responsibilities

• Oversee day-to-day operational management of building according to company policies and procedures, approved budgets, business plans, and management direction.
• Develop property business plans and annual operating budgets with a focus on increasing revenues, controlling costs, and maximizing the feasibility of the property accurately and on time.
• Demonstrate excellent communication skills in both verbal and written interactions with all internal and external parties.
• Function as liaison between clients, leasing representatives, technicians, facilities manager, and other internal parties.
• To manage the lease(s) administration, reviews, and renewals in cooperation with the Legal and Finance teams.
• Overlook, report, and coordinate preventive maintenance ongoing contracts with the technical team including but not limited to HVAC, CCTV, Pest Control, backup systems, fire suppression, access control, and generators.
• Serve as a primary point of contact for facilities issues, improvements, and others.
• Monitor monthly utilities including but not limited to electricity, water, and gas.
• Coordinate promptly solutions for daily service requests including maintenance, and cleaning.
• Create and maintain supplier and contractor databases for office supplies, maintenance service providers, vendors, technicians, and contractors.
• Report on the high-level strategy for the property for the management team.
• Identify opportunities for making operational cost savings and coordinate implementation.

Qualifications

Mandatory Requirement:

• Must have a minimum of 5 years of facility/property management experience. 
• Collaboration across multiple groups and properties.
• Experience managing A-list multi-storey facilities.