Application Support Specialist
📍 Riga, Latvia (hybrid) 📍 Poland (fully remote)
About AppXite
We Build a Platform to Automate Subscription Business with Vendors and Customers' Own Services
The AppXite Platform enables distributors, sellers, and vendors to build and manage their cloud and SaaS businesses. AppXite works with software companies like Microsoft, AWS, Google, and IBM and serves customers like Lenovo, NTT, and Atea. AppXite platform has been recognized in the Canalys and Forester Tech Stack Reports as a featured platform in the B2B Ecosystem marketplace and integrations category. Our specialty is to lower transaction costs throughout the entire customer journey with automation and self-service.
About the Position
We are searching for a dedicated support expert for some of our largest global customers. You will initially be trained in our platform, but should already have the qualifications for the other job requirements.
Your Responsibilities & Mission:
- Technical support and troubleshooting.
- Operational support tasks in the Application Support team working with Microsoft Cloud technologies.
- Scope a customer issue by collecting the relevant facts and investigating the problem by doing his own research and by involving other teams as needed.
- Consult and collaborate with peers or colleagues around the world and with management and engineering to resolve service issues.
- Act internally as a customer/reseller advocate.
- Empower customers/resellers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document technical work and research to help your colleagues to improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
- Having ownership of tasks, proactively following upon them, and ensuring fast resolution.
Your Qualification, Skills & Experience:
- Previous Support experience in IT
- Strong SQL skills: ability to connect the database, ability to execute and create SQL queries.
- Hands-on experience working with APIs.
- Fluent English (verbal and written).
- Experience with Microsoft Cloud technologies (Azure) is a plus.
- Experience with troubleshooting SaaS application is a plus.
- Experience with licensing and invoices is a plus.
- Experience with MS partner center or similar administrator portals is a plus.
- Ability to identify, update and create Help Center articles to assist team members and external users with navigating and using a product.
- Ability to work as part of a team.
- Ability to make quick decisions, align priorities and execute tasks.
- Be able to stay calm under pressure.
- Ability to communicate well and precisely.
Why Work in the AppXite?
Work with leading tech companies across the globe
Work with some of the largest companies in their industries (like Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, Liquid, etc.) across the globe.
Be part of the B2B SaaS industry innovation
Become part of a team reinventing the digital sales of cloud ecosystem and drive the impact in building a state-of-the-art automation for business processes.
Develop the skills that will accelerate your career
Challenge, grow and develop your skills in collaboration with skilled colleagues and extensive training (like Microsoft, AWS, Google, and IBM certifications).
Enjoy perks & benefits
We offer our employees covered health insurance, telephone expenses, free lunch (in Riga office), free gym, and an employee referral program.
Flexible working environment
We value talent over the location. Work from our comfortable new office with free parking in Riga, or we can agree remote work opportunity.
Team building events
We keep things interesting through social events, traditions and celebrations. At least twice a year we come together to make a fun time together.
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