Job Description
Note: The job is a remote job and is open to candidates in USA. TeKnowledge is a company that delivers AI-First Expert Technology Services, focusing on AI, Customer Experience, and Cybersecurity. They are seeking a Trilingual FinTech Analyst to serve as the first point of contact for customer queries and issues, while collaborating with technical teams to provide exceptional customer service. Responsibilities • 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 • 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 Skills • At least B2 English & B2 Portuguese mastery • Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers • Knowledge of Excel: Pivot tables, Filters & look-up function • Demonstrable troubleshooting skills Company Overview • Teknowledge offers enterprise technical managed services and specialized ERP solutions. It was founded in 2010, and is headquartered in Escazú, San Jose, CRI, with a workforce of 1001-5000 employees. Its website is Apply tot his job