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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.
As an Application Support Specialist, you will provide technical support to AppXite customers, investigate and resolve platform-related issues, support integrations and customer environments, and work closely with internal teams to ensure high service quality and smooth customer operations across the platform.
We offer a fully remote position with long-term cooperation, and working hours aligned with the EMEA time zone.
Your Mission:
- Provide technical support and troubleshooting.
- Perform 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, doing your own research and 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 choose 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 colleagues improve the product and the support experience.
- Maintain a proactive approach to customer satisfaction, identifying concerns and managing customer expectations.
- Take ownership of tasks, proactively follow up on them, and ensure fast resolution.
Qualifications
Your Qualification, Skills & Experience:
- Previous support experience in IT.
- Certified within the Azure and/or M365 certification roadmap (e.g., Azure Fundamentals, Azure Administrator, Microsoft 365 Certified: Fundamentals or Associate level).
- Strong MS SQL skills: ability to connect to databases and execute and create SQL queries.
- Hands-on experience working with APIs.
- Fluent English (verbal and written).
- Experience with Microsoft Cloud technologies (Azure).
- Experience with Microsoft CSP (Cloud Solution Provider) support and partner ecosystem processes.
- Experience troubleshooting SaaS applications is a plus.
- Experience with licensing and invoicing 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 in navigating and using a product.
- Ability to work well as part of a team.
- Ability to make quick decisions, align priorities, and execute tasks.
- Ability to stay calm under pressure.
- Ability to communicate clearly 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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