Enterprise Tech Support Expert

3 semanas atrás

Manaus, Brasil Avanade Tempo inteiro

Overview Join to apply for the Enterprise Tech Support Expert (LATAM Region) role at Avanade . Join our team to support some of the world’s largest enterprises, with a focus across Latin America. This role offers the opportunity to deepen expertise in Windows technologies and beyond, and to develop leadership skills in a global company committed to innovation and excellence. What You'll Do In this role, you’ll be at the heart of customer satisfaction and technical excellence. You’ll guide a team of support engineers, align them with business objectives, and mentor them to provide seamless and efficient support to high-profile clients. You will serve as the go-to for escalations, navigating challenging cases with executive presence and ensuring high-quality service delivery. Key Responsibilities Team Alignment & Development: Ensure support engineers are aligned with business goals and customer expectations to foster a cohesive, high-performing team. Readiness Planning: Develop tailored plans to upskill team members, close technical and soft skill gaps, and drive continuous learning. Mentorship & Guidance: Mentor engineers on technical challenges, case management, and best practices to promote collaboration and growth. Escalation Management: Act as the primary escalation point for complex cases, handling them end-to-end with professionalism. Customer Satisfaction & Service Excellence: Oversee resolution of highly complex cases, ensuring solutions meet or exceed customer expectations. Proactive Communication: Maintain clear, consistent communication with customers throughout the process. Feedback Integration: Regularly review customer feedback and implement improvements in service delivery. Process & Compliance Adherence: Ensure adherence to company standards and data handling protocols, and lead process improvements to enhance efficiency. Qualifications & Skills Solid technical support experience with subject matter expertise. Technical leadership experience with strong problem-solving abilities in complex environments. Proficiency in English, Spanish, and Portuguese. Exceptional communication skills and executive presence for managing escalations end-to-end. Strong troubleshooting, technical documentation, business relationship management, and customer advocacy. Preferred: Microsoft technology certifications and experience with Windows technical support. About You Analytical mindset Ability to work in a fast-moving environment and ensure positive customer experience Strong multitasking skills and ability to manage competing priorities Team player and good communicator Problem-solver, patient and quality-driven Innovative mindset Benefits & Perks Meal voucher or food allowance Medical and dental insurance Certifications and training Life insurance Private pension plan Wellness sessions Birthday Off on your birthday and for children up to 12 years old Company vehicle and related benefits for managerial roles What You’ll Do Next Find out more about Avanade and explore opportunities in Recife, Pernambuco, Brazil. Location Recife, Pernambuco, Brazil #J-18808-Ljbffr

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