Technical Solution Expert

3 days ago

Cebu City, Central Visayas, Philippines Avepoint Full time

About AvePoint

AvePoint is the global leader in data security, governance, and resilience. We empower organizations to collaborate with confidence by preparing, securing, and optimizing their critical data across Microsoft, Google, Salesforce, and other collaboration environments.

We are committed to investing in our people and fostering a culture where you are empowered to craft your career, make an impact, and own your future. Our team members are agile, passionate, and work together to achieve great things.

This role serves as a strategic technical resource to our Customer Success Team. As a Technical Solution Expert, you will work hand-in-hand with the Customer Success Team on customer engagements to assist in adoption, enablement, configurations, technical recommendations, and utilization advice.

Responsibilities include:

  • Responding to digital customer engagement strategies, including technical product health checks and proactive outreach to customers displaying low product adoption.
  • Engaging customers who have responded to NPS and CSAT surveys with low sentiment scores and identifying opportunities to improve their experience.
  • Providing advice and best practice recommendations for customers to overcome challenges and meet business needs through virtual workshop sessions or inbound support tickets.
  • Conducting investigations to ensure solutions meet customer needs and acting as an internal technical post-sales resource for our Sales Team.
  • Recognizing and understanding account strategy to provide meaningful recommendations and leading customer workshop sessions.

You will need to demonstrate high levels of professionalism both internally and externally and possess excellent communication skills. A BA/BS Degree in Computer Science or Engineering is preferred, along with 2-3 years of work experience in a technical field and 2+ years of technical software support or help desk experience.

Knowledge areas include:

  • Understanding of Microsoft SharePoint and Microsoft365 architecture, components, and configurations.
  • Understanding of AvePoint Online Services (AOS) components, configurations, and typical use cases.
  • Familiarity with Microsoft SQL and networking technologies (TCP/IP, DHCP, DNS, Active Directory, SMTP and DHCP technologies).
  • Experience testing and performing updates to a live Production environment.
  • Competency in end-to-end functionality testing.
  • Ability to install, configure, and troubleshoot Windows Server.

What's in it for you?

  • HMO coverage from day 1 of employment (+ 2 free dependents on your first day).
  • Paid annual and sick leaves (convertible into cash).
  • Paid compassionate leave (5 days).
  • Employee Dedication Award (Years of service).
  • Employee Referral Bonus Program.
  • Promoting diversity and inclusion.
  • Business Travel Opportunity (Top Performers).
  • Hybrid Working Arrangement.
  • Competitive compensation package, Performance bonuses/incentives.
  • Career growth & advancement opportunities.

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence.

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