German Speaking Technical Support (Microsoft Azure) job

German Speaking Technical Support (Microsoft Azure)
Location: Belfast, UK
Excellent Relocation package
Languages required: German & English
gem delivers an exceptional customer service experience through the passion of our people. gem provides customer and sales support through 31 different languages, who come from a variety of cultures.
At gem our culture is reflected in our people and their attitude to build the skills required for the job. All 'gemmers' are challenged to exceed the parameters of their day to day job by helping us and our clients exceed customer expectations. Our dress code is relaxed and we value the respect of others. We have a comfortable break area. You will work in a dynamic team who work towards individual and team targets.
Windows Azure is a cloud services operating system that serves as the development, service hosting and service management environment for the Windows Azure platform. Windows Azure provides developers with on demand compute and storage to host, scale and manage web applications on the internet through Microsoft datacenters. Windows Azure is a flexible platform that supports multiple languages and integrates with your existing on premises environment.
The person in this position will work in a team environment to support Azure service issues business to business.. The role of a Technical Support Agent focuses on delivering high quality support by triaging daily service issues and driving it to closure. The core duty requires providing prompt and accurate updates to service issues, while representing Microsoft in a positive, professional manner. The role requires a great amount of skill in cross group collaboration and will act as a single point of contact for all technical issues related to the platform.
Candidates should be comfortable discussing technical scenarios and solutions by phone and email with varying customer skill levels to provide them with updates and routing issues appropriately to the right technology group.
Responsibilities
??? Communicate with customers via telephone and written correspondence regarding technical questions and issues related to Microsoft Azure Services and Developer technologies
??? Act as a single point of contact for the customer for all Service related issues
??? Manage/own day to day incidents and drive them towards resolution as per Service Levels.
??? Analyze problems and provide updates to customers, Support Engineers and Development Operations team to meet customer needs.
??? Actively share knowledge with other Agents and develop efficient customer solutions.
??? Learn prerelease products for effective support upon release
??? Report both service issues and customer suggestions.
??? Proactively document known issues, issue reports and readiness for both internal and customer consumption.
??? Ability to effectively work with senior technical staff as well as development teams.
??? Simultaneously drive multiple issues to resolutions by relaying information between customer and appropriate operations team.
??? Provide Feedback based on customer issues and drive platform improvement.
SKILLS
Essential Criteria
??? Fluency in written and spoken German with English
??? Customer Focus: Demonstrates outstanding customer service in a service driven environment.
??? Specialist knowledge:
Experience on various Windows Operating Systems
o Concepts around Relational Database Management systems
o Familiarity on fundamentals & concepts around various Microsoft programming languages
o Good understanding of Internet & Networking terminologies
o Familiar with Office Suite, Communicator and Live Meeting
o Candidates need to be familiar with programming concepts and terminology
??? Working with others: Ability to work as part of a team and to liaise with a variety of departments internally and externally.
??? Planning and Organising: Ability to multi-task, plan and prioritise workload. Demonstrates strong organizational and time management skills
??? Effective Communication - Excellent written and verbal communication skills. Demonstrates ability to communicate effectively with Support Teams and development on complex technical issues
??? Resilience: Able to work on own initiative in a sometimes difficult situation. Excellent attention to detail.
??? Problem Solving - Demonstrates accurate and logical problem solving and troubleshooting skills
??? Responsibility for Results - Strong technical aptitude, enjoy learning new technologies and be able to self learn new technical areas quickly
??? Managing Change - Supports, promotes and puts into practice innovation and change.
??? Negotiation and Influencing - Uses logic and reason to influence others, uses powerful arguments
Desirable Criteria
??? Experience with Visual Studio
??? Understanding of ITIL/MOF and Service Desk methodologies
??? Microsoft Certifications/MCP/MCTS on Developer Technologies
??? Familiarity around Regional Database Management Systems
??? Concepts of cloud computing
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