Support Engineer 1st Line

No especificado

Desde la Oficina

Remuneracion: $95.000 / $100.000 Horario: 9hs-18hs. Es una posición junior, pero con una oferta salarial y un paquete de beneficios envidiables. • Indispensable tener muy buen nivel del idioma inglés. Si además hablás portugués, mucho mejor. • Tenés que contar con muy buenas habilidades de comunicación verbal y escrita. • La interacción telefónica con clientes y proveedores es constante. • Hay mucho trabajo en equipo. • Y tenés que poder realizar múltiples tareas, pero sabiendo priorizar la carga de trabajo. What you’ll be doing – your responsibilities: • Be the first point of contact for customers seeking technical assistance over the phone or SM tool/portal • Qualify and document the problems raised by customers and investigate the problem by doing your own research and by involving other teams as needed. • Prioritize, categorize and manage several open cases at once • Work on Trend Analysis and Problem management • Work to SLA thresholds for incident(s), request(s) and problem(s) • Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues. • Establish a good working relationship with the customers and 3rd parties • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support. • Advise customers on how to gain additional value from their Microsoft products. • Document your technical work and research to help your colleagues, improve the product, and improve the support experience. • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations • Maintain high Quality of Service & Support • Ensures a high-level customer satisfaction by ensuring the continuous operation of their systems • Keep up to date with technology trends Skills required for the role: Bachelor’s degree in Information Technology, Computer Science, or a similar field. M365: Exchange Online, OneDrive, Sharepoint, Yammer, Teams and Other components. EMS: ATP, AADP, AIP, MCAS, MDATP MS Azure (IaaS & PaaS)

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