Job Information
TEKsystems Support Engineer 2 in Redmond, Washington
Description
This role requires on site 2x a month in the following cities - (Las Colinas, TX - Redmond, WA - Charlotte, NC)
Typical Day in the Role
Purpose of the Team: The purpose of this team is providing two types of customer support: technical support for cloud subscription management and cloud billing support. The team provides customer support for both via telephone email chat and by responding directly to the tickets they are assigned.
Key projects: This role will contribute to both technical support and billing support for customers with cloud subscriptions also via telephone email chat and by responding directly to the tickets they are assigned. The method of communication will be based on customer preference. The role will also interact with finance teams product groups and internally with technical advisors and escalation engineers.
Typical task breakdown and operating rhythm: A majority of their time will be spent on working directly with customers there will be some team meetings but not many. The role will be assigned an average of 2-3 cases/day and work with customers from the start to end of the ticket.
Support Engineers serve as frontline resources for cloud billing and subscription management customers and partners via phone email or web. They deliver real value by collaboratively and reactively solving customer problems through the application of analytical skills and proactive support advice.
They are important members of a team responsible for providing consistently outstanding Billing support experiences to our Enterprise customers. From problem identification to full resolution they own and manage the customer experience over the phone and Web. When needed they collaborate with others to engage subject matter experts Engineering Product Groups or Management.
Their day-to-day job is to identify analyze and resolve Billing-related issues either on their own or by involving colleagues. It requires excellent communication and service skills. Successful candidates will demonstrate strong accountability customer obsession and the ability to manage critical situations.
Job Responsibilities:
Resolve complex customer billing issues that may involve several cloud technologies Windows Azure SQL Azure AppFabric etc. and billing issues resulting from scenarios such as service availability quality outage management subscription management and correlation of usage and charges.
Effective use of collaboration and troubleshooting skills within and across teams.
Quickly identify cases that require escalation either technically or strategically.
Create and maintain incident management requests to product group/engineering group/finance team.
Maintain ongoing current high quality case notes so we can support customers as a team colleagues can fully understand case progression and customers do not need to repeat themselves.
Skills
help desk, help desk support, epic
Top Skills Details
help desk,help desk support
Additional Skills & Qualifications
Candidate Requirements
Years of Experience Required: 2 overall years of experience in the field. 2
Degrees or certifications required: No degree is required to be eligible for this role however an AZ900 certification would be nice to see.
Disqualifiers: Candidates that do not have experience with billing support will not be eligible for the role.
Best vs. Average: The ideal resume would contain previous experience supporting cloud technologies and an AZ900 certification.
Performance Indicators: Performance will be assessed based on meeting predefined KPIs largely customer satisfaction.
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $32.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Redmond,WA.
Application Deadline
This position is anticipated to close on Mar 21, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.