Technical Analyst I

Valorem Reply, part of Reply Ltd., is a business innovation firm made up of talented and intelligent people from around the world who love to solve modern business problems with custom Microsoft Cloud solutions. We work with bleeding-edge technology, well-known clients and a diverse workforce to push the boundaries of technology and innovation and drive real-world impact for our customers and communities.

As a Technical Analyst I, you will work with a team of Technical Analysts to facilitate resolution of complex technical issues reported by customers by applying your deep technical and product expertise combined with customer service skills. You will act as a technical escalation point within the team and will collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. You will work together with the Manager, End-User Services, Lead, Service Management and the other Engineering teams to deliver high quality, optimized delivery of solutions. 

Key Responsibilities

•  Provide technical support and guidance to customers, diagnosing reported issues and offering effective solutions
• Manage and prioritise support tickets in accordance with SLAs, ensuring effective follow-up and resolution
• Work closely with Engineering and QA teams to identify and resolve complex issues
• Provide exceptional customer service by effectively communicating with customers throughout the support process
• Create and maintain documentation of issues, resolutions and processes to support knowledge sharing
• Stay updated on industry trends, product updates and technical knowledge

Minimum Requirements

•  B.E/B.Tech//B.Sc/BCA/MCA in Computer Science or equivalent
• At least 1+ years technical support experience in an enterprise (Medium to Large Businesses) environment
• Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET, Azure DevOps
• Ability to handle and own escalated customer situations from end to end with empathy
• Passion for resolving customer issues with a demonstrated sense of accountability and a high degree of customer satisfaction
• Sufficient technical depth to communicate with development and other teams at a peer level, while also being able to assess a customer’s level of technical knowledge and communicate at the appropriate level
• Strong written and verbal communication skills suitable for a business-to-business customer facing role
• Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis
• Willingness to work in shifts

Preferred Qualifications

• Familiarity with cloud networking concepts, connectivity and tools
• Interested in learning new technologies, creative, open-minded and a great team player
• Adept at task switching to handle varying workload, while meeting tight deadlines
• Creativity, capacity and a conviction to innovate and deliver best-in-class solutions
• Strong collaboration skills, works well with ambiguity, works well across roles and groups
• Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first

About Reply

Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.