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AI Summary
Company Description
AppXite is a product software development company, based in Riga, Latvia. Our platform is an Ecosystem Marketplace & Subscription Billing Platform for distributors, sellers, managed service providers, and vendors to automate sales and manage the partner channel. It has been recognized in the Canalys and Forester Tech Stack Reports as a featured platform in the B2B Ecosystem marketplace and integrations category.
We have years of experience in the SaaS and software markets and long-term working relationships with the largest vendors in the world (e.g. Microsoft, IBM, AWS, Google, Adobe, Cisco etc.). Our platform enables the software and cloud service businesses of household names like Atea and Lenovo.
Job Description
We are seeking a dedicated support specialist to work with our largest global customers. You will receive initial training on our platform, but you should already have the qualifications required for the role. We offer a fully remote position with long‑term cooperation, working hours aligned with the EMEA time zone.
Your 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.
Qualifications
- Previous Support experience in IT.
- Certified within Azure and/or M365 certification roadmap (e.g., Azure Fundamentals, Azure Administrator, Microsoft 365 Certified: Fundamentals or Associate level).
- 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).
- Proficiency with Google Cloud and Google Workspace licensing models is highly advantageous for the role.
- Experience with Microsoft Cloud technologies (Azure).
- 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.
Additional Information
Why join AppXite:
- Remote-First Flexibility: Enjoy the freedom of a fully remote role, or choose to work from our Latvia office.
- Work With Global Tech Leaders: Collaborate on solutions used by some of the biggest names in the industry, including Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, and Liquid. Your work will help shape how these companies deliver services across the globe.
- Skilled, International Team: Work alongside experienced professionals in a collaborative, multicultural environment. We value technical excellence, clear communication, and mutual support.
- Professional Development: Advance your skills with access to Microsoft certifications and continuous learning opportunities tailored to your role.
- Time to Recharge: Enjoy four weeks of paid vacation per year, plus paid public holidays.
- Referral Rewards: Help us grow our team - our employee referral program recognizes and rewards your contributions.
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