Bilingual Technical Support Agent (Spanish and English) | Azure

Teleperformance Canada - Toronto, ON (30+ days ago)

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Job Description

As an Azure Tech Support, you will provide a world-class customer service experience to Azure customers. You will be the first point for customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution. This will include talking the customer through account set up, to troubleshooting and resolving all technical issues. You and your teammates will redefine “customer satisfaction” to mean that the customer is “blown away” as you resolve the issue on the first call. In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and remote assistance.

KEY RESPONSIBILITIES

  • Provide world-class customer experience with every interaction
  • Engage and empathize with customers to support and resolve technical issues through completion
  • Develop, foster and maintain highly effective customer interaction
  • Support installation, configuration, and support of Microsoft Azure
  • Accurately document all work performed through ticketing system including details and outcomes
  • Ensure accurate and timely resolution of all assigned issues
  • Escalate product bugs or non resolvable cases
  • Notice trends and report reoccurring problems
  • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
  • Update Azure licenses, subscriptions and user management as necessary
  • Share your knowledge with teammates and guide them in the resolution of complex technical problems
  • Collaborate with team members to enhance the customer experience
  • Increase engagement with Azure
  • Share knowledge among the Microsoft support program community via solution documents, social media, technical communities and training recommendations
  • Participate in product testing, tool building and pilot new projects
  • Enforce a high-quality customer service culture
  • Stay up to date with technological changes in the industry with internal and external training

MANDATORY SKILLS AND EXPERIENCE

  • 1-2 years experience in any one or combination of Azure, Active Directory or other cloud based system, and troubleshooting experience
  • Passionate about delivering the ultimate customer experience
  • Demonstrated professionalism in resolving customer issues
  • Success at working in a team environment where a customer obsessive culture is paramount
  • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
  • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
  • Commitment to meet and exceed individual and team KPIs
  • Excellent written and verbal communication skills
  • Understanding of Azure capabilities, plans, service descriptions and features
  • Experience with desktop administration
  • Experience with remote desktop support
  • Knowledge of concepts and best practices relative to call center methodologies
  • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding
  • Demonstrated Execution: ability to act and follow through
  • Demonstrated Results: ability to make a difference by successfully exceeding expectations on established metrics.

Must be fluent in Spanish

GOOD TO HAVE SKILLS AND EXPERIENCE

  • Certified in Azure by Microsoft
  • Experience with Microsoft Windows operating system environment
  • Experience with server and network administration (Windows or Linux)
  • Experience with ITIL methodologies and best practices
  • Experience with server & network administration
  • Understanding of DNS
  • Experience with POP/IMAP/SMTP
  • Concepts of Networking Fundamentals

Experience with the following technologies:

  • Azure App Service Apps and Virtual Networks Knowledge in designing, implementing, and managing physical/virtual
  • Active Directory
  • Microsoft Exchange Server
  • Microsoft Server
  • Microsoft SQL Server Management

Experience with the following troubleshooting scenarios:

  • Level 2 Azure Support Engineer
  • Azure set up from start to finish
  • Azure installation and Activation

Azure Certifications – AZ 300, 301, 303 and 100 needed – any one of these

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.

WHAT WE OFFER

· Hourly Pay with the opportunity to earn bonuses through performance or the employee referral program

· Excellent medical, dental and benefits plans- An employee assistance program

· Internal career advancement opportunities with JUMP Teleperformance Career Plan

· Several discounts used on various services (Gym, Costco, etc.)

· Paid Training

Are you ready for the challenge and fit the profile we are looking for? Apply now.

DATA PRIVACY INFORMATION AND INQUIRIES

Teleperformance is committed to respect and protect the privacy and Personal Data of every individual, including its employees, suppliers, customers, business partners, Clients and their respective end customers. For more information concerning our Data Privacy Policy, Data Subject Rights, or to complete a Data Subject Rights Request, please visit our website.

Job Types: Full-time, Permanent

Salary: $18.00 to $20.00 /hour

Language:

  • Spanish (Required)