Aptly Technology - Partner Technical Advisor (3-7 yrs)

Overview :

The SQLBI Customer Support team at Microsoft is a group of dedicated, technology-oriented, customer obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience.

Our goal is to facilitate and accelerate the consumption of Microsoft BI technologies into the core operations of enterprises.

We work at the forefront of innovation, ensuring smooth operation and optimization of BI solutions for a diverse range of client needs.

As a Partner Technical Advisor, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web.

When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities :

Ownership of the Customer Support Experience :

- Champion the customer's support journey with Microsoft, providing timely, accurate, and effective solutions for their issues.

- Working closely with a broad range of global customers, including a significant portion of Fortune 500 companies.

Resolution of High-Impact Technical Challenges :

- Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure's products and services.

Multi-Channel Customer Communication :

- Resourcefully and empathically engage with Microsoft customers through various channels including telephone, email, chat, public and private forum ensuring their concerns are heard, understood, and addressed.

Customer Advocacy :

- Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape Microsoft's customer support strategy.

Product Improvement Liaison :

- Act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products.

Support Readiness :

- Delivery training sessions to partners and/or teams, enhancing support readiness, and ensuring a timely resolution by developing others.

- Drives improvements on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.

Operational Excellence :

- Performs thorough case reviews and customer wellness checks, ensures progression of cases to help solve increasingly complex technical issues.

- Engages and collaborates with other Microsoft groups, FTE teams including escalation teams and the development team, in gaining resolution for critical, complex issues.

- Improves existing troubleshooting workflows and develops new troubleshooting tools.

Required (at least one of) :

- Demonstrate the ability to conduct thorough troubleshooting and debugging, and to solve complex problems.

- Track record in technical support or a similar customer-facing role within the technology sector.

- Thriving in a fast-paced, high-volume environment.

- You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks.

- Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.

- Proficiency with Microsoft SQL Server Management Studio, Microsoft Excel would be beneficial.

- Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services

- Advanced knowledge of SQL Server Management Studio, or any other Database Management system like Oracle or SAP

- Basic network troubleshooting skills.

- Team-wide shift rotations to cover business needs, including "on-call" responsibilities and weekend work.

- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience.

Additional or Preferred Qualifications :

- Support experience delivering IT Application support or services.

- Excel skills with Power Query and Data Modelling would be beneficial.

- Experience gained or conceptual knowledge of Microsoft Azure/ AWS Cloud architecture or any Cloud SaaS experience.

- Dump files analysis is also highly appreciated