• Job Description

  Req#: 16632
  Overview
  
  
  We’re looking for a FinTech Analyst II 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.
  At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.
  You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.
  Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.
  Why You’ll Enjoy It Here:
  • Be Part of Something Big – A growing company where your contributions matter.
  • Make an Immediate Impact – Support groundbreaking technologies with real-world results.
  • Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
  • Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
  • We Care – Integrity, empathy, and purpose guide every decision.
  We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.
  We Are TeKnowledge. Where People Lead and Tech Empowers.
  Compensation for this position is $17.88
  
  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.
  
  Qualifications
  
  
  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.
  • Has 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.
  • Is able to handle challenging and politically-sensitive customer situations.
  • Has minimum 1 year of experience in financial services and/or Technical Support experience, managing customers.
  • Has familiarity with Azure and/or compete cloud products (Preferred).
  • Has knowledge of Excel: Pivot tables, Filters & look-up function (Desired).
  • Has demonstrable troubleshooting skills.
  • Has technical skills:
    • Understanding of subscription management and billing platforms.
  • Customer service skills, phone and email proficiency, Someone with some sort of billing knowledge, some tech proficiency and exp with Excel.
  
  
  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.
  • Has 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.
  • Is able to handle challenging and politically-sensitive customer situations.
  • Has minimum 1 year of experience in financial services and/or Technical Support experience, managing customers.
  • Has familiarity with Azure and/or compete cloud products (Preferred).
  • Has knowledge of Excel: Pivot tables, Filters & look-up function (Desired).
  • Has demonstrable troubleshooting skills.
  • Has technical skills:
    • Understanding of subscription management and billing platforms.
  • Customer service skills, phone and email proficiency, Someone with some sort of billing knowledge, some tech proficiency and exp with Excel.
  
  
  • 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.

• About the company

  Tek Experts delivers specialized tech support services throughout the entire customer lifecycle

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