Technical Support Advisor

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks
• ensure process compliance and progression of cases to help solve increasingly complex technical issues
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business)
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback

• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience
• 3+ years of prior product, customer support and/or technical support experience
• English Language: confident in reading, writing and speaking
• Fluent in German, French, Italian and confident in reading, writing and speaking English
• Ability to meet Microsoft, customer and / or government security screening requirements
• Microsoft Cloud Background Check

Knowledge of Office 2021 or 2024, Microsoft 365 Apps, and SharePoint Online