Enterprise Tech Support Expert (LATAM Region)

ast-paced environment.

Skills and experiences

• 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 and Portuguese (Spanish is a strong plus)

• 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

What you'll 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.

Learn more

To learn more about Avanade check out these links:

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  Enjoy your career

  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 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

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