Application Support Specialist

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.

About the role:

We are seeking a dedicated support expert for our largest global customers. You will undergo initial training in our platform, but should already possess qualifications necessary for the role. We offer a fully remote position with long-term cooperation, working hours aligned with the EMEA time zone, and a B2B contract.

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.

That's you:

• 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).
• Proficiency with Google Cloud and Google Workspace licensing models is highly advantageous for the role.
• 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 join AppXite: 

• We work with some of the largest companies in their industries (like Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, Liquid, etc.).
• B2B contract, 4 weeks per years of paid vacation and paid public holidays.
• We offer professional training and certifications (Microsoft).
• Employee referral program.
• You will have skilled colleagues in an international environment.
• You will have the opportunity to challenge, grow and develop yourself.

Join the challenge: we grow together!