What you will do
In 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 Responsibilities

Team Alignment & Development

* Engineer 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.

Skills and experiences

* 5+ years of technical support experience, with Subject Matter Expertise.
* 4+ years of 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.

About you

Characteristics that demostrate success for this role:

* Analytical
* Able 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 communicator
* Problem-solver, patient and quality-driven

* Innovative mindset

Enjoy your career
Some of the best things about working at Avanade:

* Opportunity to work for one of the biggest technology enterprise, with exceptional development and training (minimum 80 hours per year for training and paid certifications)
* Real-time access to technical and skilled resources globally
* Dedicated career advisor to encourage your growth
* Engaged and helpful coworkers genuinely interested in you

Find out more about some of our benefits:

* Meal voucher or food allowance
* Multi-benefit card up to Senior Consultant
* Medical and dental insurance
* NAV: Online platform for health management
* Certifications and training
* Life insurance
* Private pension plan
* Avababy: Pregnancy support and kit for new parents at Avanade
* Profit-sharing
* Gympass
* Childcare assistance
* Career Advisor - Career mentoring
* Birthday Off policy on your birthday and for children up to 12 years old
* Wellness sessions
* For managerial or higher positions - Company vehicle, parking, and fuel assistance

A great place to work
As you bring your skills and abilities to Avanade, you'll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You'll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It's all here, so take a closer look!

We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. [1] Visit our Inclusion & Diversity page.

Create a future for our people that focuses on:
• Expanding your thinking
• Experimenting courageously
• Learning and pivoting

Inspire greatness in our people by:
• Empowering every voice
• Encouraging boldness
• Celebrating progress

Accelerate the impact of our people by:
• Amazing the client
• Prioritizing what matters
• Acting as one

Learn more
To learn more about Avanade check out these links:

* [2] LinkedIn
* [3] Blog
* [4] Career

References

Visible links
1. https://www.avanade.com/en-us/about-avanade/inclusion-and-diversity
2. https://www.linkedin.com/company/avanade/mycompany/verification
3. https://www.avanade.com/en/blogs/inside-avanade
4. https://www.avanade.com/en/404?url=/en/about-avanade/careers