Software Support Engineer - Identity Level 2 at Tek Experts

Job Descriptions

• Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on high-end software products and solutions? Do you take pride in delivering great customer service? Tek-Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.
• Due to expansion we are looking to add to our team of software support engineers.
• As a customer facing support engineer your role will be to provide phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.
• Working on the Identity team you will review all cases related to Azure active directory, and support cases on synchronization issues with local active directories, account management and authentication to azure AD supported by our quality assurance team, domain experts and training and development department, you will have a comprehensive induction and training program to ensure you deliver extraordinary customer service.

Duties and Responsibilities

• Act as the advanced technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management
• Collaborate with domain experts (SME’s) and escalation managers when additional support is needed
• Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved
• Seeks supplemental training to improve performance and develop specialization.

What We’re Looking For

• Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support.
• You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience.
• Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Competences:

• Up to 2 years experience in technical or customer support
• Strong researching, problem solving and troubleshooting skills
• Adaptability to work independently and part of a team bringing in experts when needed
• Excellent customer service skills
• Passion for technology and learning
• Some exposure with Microsoft technologies