Sonata Software Walkin Drive|5-10 Years|Any Graduate|Software Developer|Hyderabad|5th March 2016
Sonata is a global software services company focused on one thing – helping you make an impact on business and drive value through your IT investments.
Our expertise and commitment in delivering complex strategic IT projects is the reason why we are a trusted service provider to Fortune 100 companies across the globe in the software product development and enterprise business segments. It’s a matter of great pride to us that many of these relationships have continued over decades.
Help customers adopt the services by providing lite advisory support on migration, architecture and deployment topics by answering simple how to questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint.
Help drive improved support CPE for customers using Microsoft Azure.
Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources.
Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (US, UK, Canada).
As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones. Should be open for 24/7 Support model.
Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met.
Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets.
Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft.
Listen to and communicate the voice of the customers within Microsoft.
Provide training and documentation feedback, updating role documentation as needed.
Sonata Information Technology Limited,
No 1-10-176,Begumpet Main road,
Opp Hyderabad Public School, Hyderabad-500016.