Support Engineer

Overview:

WHO WE ARE:

Beyondsoft Consulting, Inc. is a leading technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. For the past 25+ years we have been providing a broad range of high-quality IT services, including staff augmentation, business process outsourcing, custom software solutions, test automation, digital enablement, and other software engineering and digital transformation services.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

POSITION SUMMARY:

Our Redmond-based client is looking for a Support Engineer for a remote-based position. This is a contract-based position and reaquries working from 12:00 PM-8:00 PM EST. 

The ideal candidate will be able to assist with managing critical situation escalations across all technologies. The primary focus is to meet customer needs by effectively coordinating internal and external resources, managing communication across all parties involved in a team, identifying and addressing internal failings, and driving positive change. The team provides 24x7 coverage, 365 days a year.

Given the nature of the business, this position does require flexibility to work outside of standard business hours, possibly including off-business hours weekends, and all holidays.

This role is flexible in that you can work up to 100% from home.

• Address high-priority customer escalation needs for critical and high-visibility problems impacting Microsoft’s strategic Unified customers and Partners.
• Participate in a 24x7 coverage schedule to provide timely, reliable, and high-quality response to complex customer escalations.
• Provide mentor assistance to organizations outside of CMET regarding the CritSit process when required to ensure successful execution.
• Interface with various groups within Microsoft to drive resolution, up to the executive level, as necessary.

Positively impact customer satisfaction by:

• Managing the Unified Customers’ and Partners’ team to ensure the team process is being followed, and any need of escalation is addressed.
• Delivering a high-quality customer and partner experience through timely and effective responses to internal and external customer needs; owning the active team.
• Expanding internal visibility of Unified customers’ team by managing complex, mission-critical, and/or politically charged situations, including Enterprise accounts and Partners.
• Identifying systemic issues and flagging process breakdowns during the execution of the team process.
• Stepping up to take on challenges by acting as team Manager in catastrophic impact situations.
• Pursuing proactive actions to help prevent future issues.
• Leading projects and work groups to improve processes and tools.
• Establishing and maintaining relationships.
• Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
• Actively participating in project initiatives owned by the team.
• Providing team reporting to allow businesses to make better decisions.

• Must have 7+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR equivalent experience.
• Must have 7 years experience with Customer service background, particularly in dealing with executive-level customers.
• Must have 7 years of experience with Professional communication skills, both written and verbal. Must be able to type 50-60 WPM.
• Fluency in business-level Mandarin language (read, write, speak).
• The ability to work non-standard hours, weekends, and public holidays is required

Additional or Preferred Qualifications:

• 8+ years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR equivalent experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• ITIL and PMP certification is desirable.
• ices software

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and make Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance. 

• A competitive pay range of $30/hr- $33/hr (depending on experience).
• Location: Remote - United States
• 15 days per year of Paid Time Off (PTO).
• 8 paid holidays per year (which includes 1 personal floating holiday). 
• 401(k) retirement plan with company match. 
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance. 
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.