FinTech Analyst at Tek Experts

Overview

• We’re looking for a Fintech team member to serve as first point of contact for customer queries and issues.
• You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat.
• This role shares knowledge and collaboration with colleagues to continuously improve and help deliver exceptional customer service.

Responsibilities

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.

• 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.

Qualifications

• Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers
• Must have completed the compulsory 1-year NYSC or have an exemption certificate
• 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