Enterprise Tech Support Expert

Overview Join to apply for the Enterprise Tech Support Expert (LATAM Region) role at Avanade . Are you ready to take your technical career to the next level? Join our team as a Technical Expert and make an impact by supporting some of the largest enterprises in the world, especially across Latin America. This role offers you a unique opportunity to grow your expertise in Windows technologies and beyond, setting you on an exceptional career path. This role offers an exceptional career path to deepen your expertise in Windows technologies and beyond, positioning you to partner lead within a global company committed to innovation and excellence. This is your chance to make a real difference while advancing your technical and leadership career in an exciting, fast-paced environment. 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, aligning them with business objectives, and mentoring them to provide seamless and efficient support to high-profile clients. Your leadership will ensure that every client interaction represents our commitment to quality and technical expertise. As the go-to for escalations, you’ll navigate challenging cases with skill and executive presence, fostering both team growth and exceptional service delivery. Key Responsibilities Team Alignment & Development Engineer Alignment: Ensure that 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, closing technical and soft skill gaps, and driving continuous learning. Mentorship & Guidance: Act as a mentor, guiding engineers on technical challenges, case management, and best practices, promoting a collaborative and growth-oriented environment. Escalation Management: Serve as the primary escalation point for complex cases, managing them end-to-end with a high level of expertise and professionalism. Customer Satisfaction & Service Excellence Service Quality Assurance: Oversee the resolution of highly complex cases, ensuring solutions meet or exceed customer expectations. Proactive Communication: Maintain clear, consistent communication with customers and keep them informed throughout the process. Feedback Integration: Regularly review customer feedback and implement improvements in service delivery to continuously enhance the customer experience. Process & Compliance Adherence Process Leadership: Ensure adherence to company standards and compliance with data handling protocols, setting the standard for case management. Continuous Improvement: Identify areas for process enhancement and work with stakeholders to implement best practices, streamlining operations and boosting support efficiency. About Avanade and Learn More Learn more about Avanade and check out related links: Avanade.com Avanade Brasil (@avanadebrasil) - Instagram Avanade Brasil - LinkedIn Benefits and Career Development Some of the best things about working at Avanade include: Opportunity to work for Microsoft’s Global Alliance Partner of the Year (14 years in a row), with exceptional development and training (minimum 80 hours per year for training and paid certifications) Real-time access to technical and skilled resources globally Dedicated career advisor to encourage your growth Engaged and helpful coworkers Additional benefits may include meal vouchers, medical and dental insurance, certifications and training, life insurance, private pension plan, pregnancy support, profit-sharing, wellness programs, and more. Role Details Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : IT Services and IT Consulting Referrals increase your chances of interviewing at Avanade. Related Roles Technical Support Specialist - Contractor (F/M) Product Technical Support Engineer (Remote) Technical Support Engineer / L2 Support - BRA / CZE We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr