Job Description
Resolve complex customer billing issues that may involve several cloud technologies (Windows Azure, SQL Azure, AppFabric, etc.) and billing issues resulting from scenarios such as service availability, quality, outage management, subscription management, and correlation of usage and charges.
Effective use of collaboration and troubleshooting skills within and across teams.
Quickly identify cases that require escalation (either technically or strategically).
Create and maintain incident management requests to product group/engineering group/finance team.
Maintain ongoing, current, high quality case notes so we can support customers as a team, colleagues can fully understand case progression, and customers do not need to repeat themselves.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and Requirements
Years of Experience Required 3-4 years of experience in a technical support or billing support role
Degrees or certifications required None required, however a bachelor's degree in computer science is preferable as well as any Azure certifications.
Disqualifiers - Candidates who do not have at least 2 years' experience with direct customer support or have not worked in the cloud before will not be considered for this position.
Best vs. Average The best candidate has prior billing support experience, significant customer facing experience, technical conceptual knowledge, understands the financials, has worked with Azure, and is able to handle challenging and politically charged customer situations.
Performance Indicators Performance will be monitored via standard KPIs - 35-40 cases closed per month with good quality. null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
