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TeKnowledge · 1 day ago

Trilingual FinTech Analyst (English & Portuguese)

United States

Full-time

Remote

Entry Level

1+ years exp

TeKnowledge is a company that delivers AI-First Expert Technology Services, focusing on AI, Customer Experience, and Cybersecurity. They are seeking a Trilingual FinTech Analyst to serve as the first point of contact for customer queries and issues, while collaborating with technical teams to provide exceptional customer service.

Cyber SecurityEnterprise Resource Planning (ERP)Software

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

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; 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; and is able to handle challenging and politically-sensitive customer situations