Technical support engineer- power BI (Remote Job/Work from Home)
Microsoft’s Customer Experience and Success Organization based in Vancouver, BC is inviting applications from suitable candidates for the position of Technical support engineer. Microsoft’s Customer Experience and Success Organization focuses on enhancing customer satisfaction and success. It provides personalized support, strategic advisory services, and troubleshooting to help clients maximize their use of Microsoft technologies. By leveraging data-driven insights and a customer-centric approach, the organization ensures tailored solutions and fosters long-term client relationships. The candidates selected for the vacancy will be required to start the work as soon as possible.
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Job Description:
Employer Name: Microsoft
Organization: Customer Experience and Success
Position: Technical support engineer- power BI (Remote Job/Work from Home)
No of Vacancies: 3
Salary: $66500.00 – $128300.00 yearly
Employment Type: Full Time – Remote Job
Discipline: Technical Support Engineering
Role type: Individual Contributor
Profession: Technical Support
Location: Vancouver, BC, Canada
Shift: On-call, weekend
Job ID: 1727565
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completion of Bachelor’s Degree in Computer Science and Information Technology (IT)
Experience: Candidates should have 1+ years technical support, technical consulting experience, or information technology experience
Physical Requirements:
- The candidates should be willing to participate in team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work
- The candidates should have a proven track record in technical support or a similar customer-facing role within the technology sector
- The candidates should thrive in a fast-paced, high-volume environment and exhibit resourcefulness in prioritizing multiple demands
Other Requirements:
- The candidates should have 3+ years of technical support, technical consulting experience, or information technology experience and hold Microsoft Technology Certifications
- The candidates should demonstrate the ability to meet Microsoft, customer, and government security screening requirements, including the Microsoft Cloud Background Check
- The candidates should possess demonstrated ability in conducting thorough troubleshooting and debugging, and in solving complex problems and basic network troubleshooting skills
- The candidates should excel in communication and stakeholder engagement, capable of explaining technical concepts to non-technical, upper-level business users
- The candidates should be proficient with Microsoft Power BI (Desktop application and the Service, and Gateway), or similar BI tools like Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy, or Microsoft Excel, which would be beneficial
- The candidates should possess a good understanding of SQL Server Analysis Services concepts, MDX, DAX, and SQL Server Reporting Services, or have familiarity with other Database Management systems such as Oracle or SAP
Responsibilities:
- The candidates should be able to review complex issues, such as those involving multiple components of a product, and proactively contact customers to fully understand their concerns
- The candidates should be able to ensure ongoing communication with customers to keep them informed about the status and resolution progress of their issues and utilize troubleshooting tools like event logs and performance traces to assist in resolving customer issues efficiently
- The candidates should be able to resolve customer issues through advanced problem-solving, collaboration with other teams, and thorough research. They should also be able to handle escalated issues as required and document all technical work and research conducted and identify process gaps and suggest improvements to streamline operations, actively sharing best practices across teams
- The candidates should be able to collaborate across teams and products to address moderately complex technical issues, leveraging resources from various groups and perform in-depth product troubleshooting and remediation when necessary, demonstrating a deep understanding of product functionality
- The candidates should be able to contribute to end-to-end readiness programs such as mentoring, knowledge sharing, technical document creation, brown bag sessions, blogs, and quality assurance checks. They should also be able to develop readiness content and mentor new Technical Support Engineers, achieving intermediate-level expertise in support topics
- The candidates should be able to provide constructive feedback to upper-level engineers or serviceability teams regarding product functionality based on customer engagements. They should also be able to communicate customer feedback to the product group to drive product improvement
- The candidates should be able to apply broad knowledge of automated tools used across various technologies and products, providing feedback for continuous tool improvement and identify potential product defects and escalate them to upper-level engineers for resolution, contributing to product quality enhancement
- The candidates should be able to actively participate in case triage meetings and discussions to share knowledge with colleagues and expedite customer solutions. They should be able to use insights gained from triage meetings to identify and communicate readiness needs to management or the readiness team and embody the organization’s culture and values, fostering a collaborative and customer-focused environment in all interactions and activities
Benefits:
- The candidates will get industry leading healthcare, savings, investments and Giving programs
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.