PowerBI Support Engineer

1 month ago

Canada Apex Systems Full time

Apex Systems is a global IT services provider, and our staffing practice has an opening for a Support Engineer with customer service experience (internal or external support), technical accreditation in networking and PowerBI/Tableau experience to place at our client, a multinational technology corporation.Client: Multinational technology corporationTerms: 18-month contractLocation: 100% RemoteOverviewAs a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our clients business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.Responsibilities:Ownership of the Customer Support Experience: Champion the customer's support journey, providing timely, accurate, and effective solutions for issues. Working closely with a broad range of global customers, including a significant portion of Fortune 500 companiesResolution of High-Impact Technical Challenges: Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure's products and servicesMulti-Channel Customer Communication: Resourcefully and empathically engage with customers through various channels including telephone, email, public and private forum ensuring their concerns are heard, understood, and addressedCustomer Advocacy: Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape the customer support strategyProduct Improvement Liaison: Act as a bridge to our customers internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our productsQualifications:Required:Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector. Thriving in a fast-paced, high-volume environment. You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasksPowerBI and Tableau troubleshooting and client supportCommunication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with easeProficiency with Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Excel would be beneficialGood understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting ServicesUnderlying awareness of SQL Server, or any other Database Management system like Oracle or SAPBasic network troubleshooting skillsTeam-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend workBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experiencePreferred:Support experience delivering IT Application support or servicesSome understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET FrameworkExcel skills with Power Query and Data ModellingExperience gained or conceptual knowledge of Azure/ AWS Cloud architecture or any Cloud SaaS experienceUnderstanding of DNS (Domain Name System) principles and protocolsA solid grasp of (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)Top “Must Haves”Customer Service/Focus (internal or external) | 5-7 yearsTechnical accreditation in networking | 5-7 yearsPowerBI, Tableau | 3-5 yearsTypical task breakdown40-50% Customer time (phone, email, adhoc)30% Research (go into application)10-20% meetingsExpected working hours*Might work Sunday-Thursday or Tuesday-Saturday - required to work 1 day a weekend

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