Trilingual FinTech Analyst

September 14, 2024

Tek Experts

San Pedro

OTHER

Overview:

We’re looking for a Fin Tech Analyst - Portuguese team member to serve as first point of contact for customer queries and issues. You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat. This role shares knowledge and collaboration with colleagues to continuously improve and help deliver exceptional customer service.

Driving exceptional outcomes with purpose-built solutions.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

Tek Experts is part of Te Knowledge – where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.

Responsibilities:

This role will:

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, App Fabric, 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.

Qualifications:

At least B2 English & B2 Portuguese mastery.
Minimum 1 year of experience in financial services and/or Technical Support experience, managing customers
Familiarity with Azure and/or compete cloud products (Preferred)
Knowledge of Excel: Pivot tables, Filters & look-up function (Desired)
Demonstrable troubleshooting skills
Technical skills: Understanding of subscription management and billing platforms