Overview:
**Driving exceptional outcomes with purpose-built solutions.**
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge - where innovation meets purpose. We're transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
**Responsibilities**:
The Post Sales Team delivers world-class management of client requests and critical escalations, quickly solving issues that affect business. You'll earn our customers' and partners' trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.
**This role will**:
- Accept, prioritize, analyze, and close all assigned client requests, exceeding quality and timeline expectations.
- Ensure detailed update tracking for incidents, including all communication, by documenting all troubleshooting and resolution steps.
- Follow ticket management best practices, including prompt assignment, management, and updating, to meet or exceed required service level.
- Collaborate with other team members to provide high quality support, reliable information, and quick resolution of client requests, adhering to all internal and client policies and procedures.
- Prepare data and reports as requested.
- Serve as a back-up for colleagues as needed, ensuring progress on cases.
- Monitor queue as requested and ensure service level agreements are met.
Qualifications:
**Post Sales is a good fit for you if**:
- You're familiar with Microsoft products, programs, and services.
- You have customer service experience and a desire to learn new technical skills.
- You have strong negotiation and problem-solving skills.
- You're good at developing and maintaining positive working relationships.
- You're an excellent multi-tasker with great organizational skills.
- You're proficient in both written and spoken English.
**In this role**:
- 1 -2 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.
- Proficiency in both written and spoken English and Portuguese.
- Higher-level education preferred.
- Proficiency in MS Office.
- Familiarity with IT and/or customer support hardware/software/operating systems/cloud computing.
- Customer obsession, initiative, and drive to exceed expectations.
- Creativity, adaptability, and strong problem-solving skills.
- Ability to work independently but know when to collaborate.