Are you ready to take your technical career to the next level?
Join our team as a Technical Expert and make an impact by supporting some of the largest enterprises in the world, especially across Latin America!
As part of one of the most significant IT tech companies globally, you'll part of talented team, tackle complex technical challenges, and deliver high-impact solutions to empower businesses to thrive.
This role offers you a unique opportunity to grow your expertise in Windows technologies and beyond, setting you on an exceptional career path.This role offers an exceptional career path to deepen your expertise in Windows technologies and beyond, positioning you to partner lead within a global company committed to innovation and excellence.
This is your chance to make a real difference while advancing your technical and leadership career in an exciting, fast-paced environment.Solid technical support experience, with Subject Matter Expertise.Technical leadership experience, showcasing strong problem-solving abilities and leadership in complex technical environments.Proficiency in English, Spanish, and Portuguese.Exceptional communication skills and executive presence for managing escalations end-to-end.Strong proficiency in troubleshooting, technical documentation, business relationship management, and customer advocacy.Preferred: Microsoft technology certifications and experience with Windows technical support.Characteristics that demostrate success for this role:AnalyticalAble to work in a fast-moving environment, ensuring good customer experience Strong multitasking skills and dealing with competing priorities Ability to work as a part of a broader global organization Team player and good communicatorProblem-solver, patient and quality-drivenInnovative mindsetIn this role, you'll be at the heart of customer satisfaction and technical excellence.
You'll guide a team of support engineers, aligning them with business objectives, and mentoring them to provide seamless and efficient support to high-profile clients.
Your leadership will ensure that every client interaction represents our commitment to quality and technical expertise.
As the go-to for escalations, you'll navigate challenging cases with skill and executive presence, fostering both team growth and exceptional service delivery.Key ResponsibilitiesTeam Alignment & DevelopmentEngineer Alignment: Ensure that support engineers are aligned with business goals and customer expectations to foster a cohesive, high-performing team.Readiness Planning: Develop tailored plans to upskill team members, closing technical and soft skill gaps, and driving continuous learning.Mentorship & Guidance: Act as a mentor, guiding engineers on technical challenges, case management, and best practices, promoting a collaborative and growth-oriented environment.Escalation Management: Serve as the primary escalation point for complex cases, managing them end-to-end with a high level of expertise and professionalism.Customer Satisfaction & Service Excellence Service Quality Assurance: Oversee the resolution of highly complex cases, ensuring solutions meet or exceed customer expectations.Proactive Communication: Lead by example, maintaining clear, consistent communication with customers and keeping them informed throughout the process.Feedback Integration: Regularly review customer feedback and implement improvements in service delivery to continuously enhance the customer experience.Process & Compliance Adherence Process Leadership: Ensure adherence to company standards and compliance with data handling protocols, setting the standard for case management.Continuous Improvement: Identify areas for process enhancement and work with stakeholders to implement best practices, streamlining operations and boosting support efficiency.Some of the best things about working at Avanade:Opportunity to work for Microsoft's Global Alliance Partner of the Year (14 years in a row), with exceptional development and training (minimum 80 hours per year for training and paid certifications)Real-time access to technical and skilled resources globallyDedicated career advisor to encourage your growthEngaged and helpful coworkers genuinely interested in youFind out more about some of our benefits: Meal voucher or food allowanceMulti-benefit card up to Senior ConsultantMedical and dental insuranceNAV: Online platform for health managementCertifications and trainingLife insurancePrivate pension planAvababy: Pregnancy support and kit for new parents at AvanadeProfit-sharingGympassChildcare assistanceCareer Advisor - Career mentoringBirthday Off policy on your birthday and for children up to 12 years oldWellness sessionsFor managerial or higher positions - Company vehicle, parking, and fuel assistance