Technical Support Specialist (Azure)

Company Description

AppXite is a product software development company, based in Riga, Latvia. Our Platform empowers sellers, distributors, and vendors transforming into a subscription- and consumption-based businesses. We have years of experience in the SaaS and software markets and long-term working relationships with the largest vendors in the world (e.g. Microsoft, IBM, AWS, Google, Adobe, Cisco etc.). AppXite platform enables the software and cloud service businesses of household names like Atea, Lenovo, and Liquid. 
We are searching for a dedicated support expert for some of our largest global customers. You will initially be trained in our platform, but should already have the qualifications for the other job requirements. We offer a fully remote position, long-term cooperation, working hours: EMEA or APAC time zone, B2B contract. 

Job Description

Your mission:

• Technical support and troubleshooting.
• Operational support tasks in the Application Support team working with Microsoft Cloud technologies.
• Scope a customer issue by collecting the relevant facts and investigating the problem by doing his own research and by involving other teams as needed.
• Consult and collaborate with peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer/reseller advocate.
• Empower customers/resellers 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 technical work and research to help your colleagues to improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Having ownership of tasks, proactively following upon them, and ensuring fast resolution.

Qualifications

• Previous Support experience in IT, experience with Microsoft Cloud technologies (Azure).
• Hands-on experience working with APIs.
• Strong SQL skills: ability to connect the database and read logs, ability to execute and create SQL queries.
• Experience with troubleshooting SaaS application in Azure.
• Experience with licensing and invoices is a plus.
• Experience with MS partner center or similar administrator portals required.
• Fluent English (verbal and written).
• Ability to identify, update and create Help Center articles to assist team members and external users with navigating and using a product.
• Ability to work as part of a team.
• Ability to make quick decisions, align priorities and execute tasks.
• Be able to stay calm under pressure.
• Ability to communicate well and precisely.

Additional Information

• We work with some of the largest companies in their industries (like Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, Liquid, etc.).
• You will have skilled colleagues in an international environment.
• You will have the opportunity to challenge, grow and develop yourself.
• We offer professional training and certifications (Microsoft, AWS), Pluralsight, or Coursera courses.
• B2B contract, 4 weeks per years of paid vacation.
• Employee referral program.

Join the challenge: we grow together!

We kindly ask you to apply if you are located in EMEA time zone!!!