Support Engineer

Sonata Software appears to provide IT infrastructure and cloud solutions, focusing on customer engineering and architecture for Microsoft technologies.

About the Role Role - Support Engineer Location - Egypt (Remote) Role type - Full time Experience - 5+ years Customer Service & Support • Do you want to empower every person and every organization on the planet to achieve more? • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you. In Customer Service and Support, we are focused on how we can Empower, Help, and Advise customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness. Our culture is built around attributes that drive our every decision and our every action: Customer Centricity - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted. Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included. Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others. Job Description Support Engineer Sonata Software Ltd. About the Role… The Frontline Partner Advocate (Support Engineer) is responsible for being the first point for contact for partner queries and obsessing over their needs while delivering a world-class engagement experience and resolving their issues quickly and completely. Responsibilities Culture Consultative. Great listeners, and problem solvers for each unique customer challenge. Influential: Motivated to encourage positive customer behavior change and impact. Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations. Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services. Resilient. Bounces back from, grows, and thrives during challenges, change and adversity. Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals. Answer incoming inquires via any applicable support channel (phone, chat, online submission, etc. Conduct proactive outreach to partners either as part of an open case or for a campaign as needed. Capture timely, accurate and clean Commercial and Partner data understanding that incorrect data limits our ability to understand partner pain points and resolve both system and policy issues. Actively listen and engage in all conversations remembering that they are serving as a corporate spokesperson. Effectively uses provided delivery tools, processes, and methodologies consistently to control deliveries in a repeatable way. Tracks risks and issues and ensures that his or her portion of deliveries are accurate, on Job Description Support Engineer Sonata Software Ltd. time, and within Microsoft’s agreed scope. Follows up consistently and intentionally, and develops action plans for resolving customer escalations. Help drive partner satisfaction by providing accurate information, prompt call backs, and timely follow-ups on all action items. If the partner qualifies, ensure that the partner can participate in Microsoft’s incentives programs. Communicate effectively and leave a great impression as the first point of contact. Quickly scope issue and actively drive resolution while avoiding the next likely issue/hurdle and identifying opportunities through effective questioning and active listening. Provide end to end management of Microsoft Partner requests and remove as much effort from the partner experience as possible. Enthusiastically tell the Microsoft and Partner Network value prop and develop an understanding of partners and customers’ needs for both immediate issue resolution as well as future hurdles to overcome and opportunities available. Accurately route/hand off to other Microsoft services/teams if needed and, typically, as a last resort. If a “misroute” is received, goal should be to understand why, how to uptrain if other skills are needed or how to address root cause to minimize partner bounce up front. Ensure that customers and partners are aware of, and can take advantage of, all relevant Microsoft offerings, resources and services. Operating Model: Worldwide Support - 24/7 Operations Please note that working hours might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed. Qualifications BA/BS degree or equivalent work experience is preferred. Preferred to complete required Microsoft Technical Certification (MCP certification) in 4-6 months ITIL foundation. Base Experience: Experience with Microsoft Office products 1-2 years customer support, service or sales Show more