We’re seeking an experienced, customer-oriented Technical Support Engineer Level 3 to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 & 2 Support Engineers and should provide quick and accurate support.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
ResponsibilitiesThis role focuses on providing exceptional customer support, not on hands-on development.
The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.
This role will:
- Serve as the assigned customers’ personal point of contact for all product-related issues in order to build and maintain relationships.
- Manage customer expectations, implement action plans and communicate timely, professional updates throughout technical issue resolution.
- Deliver exceptional Premium Service, exceeding customer expectations to secure renewals and work with managers on at-risk accounts.
- Develop a deep technical understanding of the customer’s specific environment to research and identify appropriate remediation, collaborating with the Technical Account Manager, Enterprise Support Manager, and Customer Account Manager as needed.
- Create knowledge articles when helpful for teams and customers.
- Independently manage case load and stay on target to meet support standards.
- Collaborate with other teams as needed to resolve cross-team and cross-product issues.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.