Overview
On Site
Full Time
Skills
Website Administration
Microsoft Azure
Artificial Intelligence
Reporting
Business Operations
Management
Service Desk
Sales
Microsoft
Incident Management
Cisco ICM
Tier 1
Customer Support
Analytics
Translation
Documentation
Marketing
Publishing
Roadmaps
API
.NET
Python
Java
Technical Support
Writing
Technical Writing
Business Acumen
Analytical Skill
Attention To Detail
Communication
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Oracle Application Express
Apex
Job Details
Job#: 2075900
Job Description:
Remote, PST support
If hybrid, # of days contractor will be required to work onsite: n/a
Purpose of the Team - The Business Services resources will be responsible for handling all support requests and self - service resources related to supporting Azure AI Translator business, including acting as incident reporting and content collection for disbursement from Translator engineering team and subject matter experts to communicate to customers and partners
Key projects - Classify emails from internal and external customers as a) quality issue, b) sales and marketing, c) general product or feature Q&A, d) non-actionable feedback, e) feature request, f) other Microsoft product issues misidentified as translator service issue, and f) undefined.
What makes this role interesting? - Candidates will have the opportunity to provide Azure AI Translator team with Business Operations Support Services to support translator subscription service business for internal customers, external customers, and business partners
Unique Selling Points - Contribute to improve quality of translator service, product documentation, translator marketing website content enrichment, and technical support guides.
Candidate Requirements
Years of Experience Required - 3-5 years
Disqualifiers - Resume is more dev focused, candidate prefers solo/independent work
Best vs. Average - Strong communication skills, organization
Experience on website management, technical writing, marketing, or similar (preferred, not required)
Performance Indicators - Quality of Work
Top 3 Hard Skills Required + Years of Experience,
1. Using a service API through tools and creating a simple application using .Net, Python or Java. (2+)
2. Proficiency in reading and writing technical documentation (public facing). (3+)
3. Strong business acumen, analytical and detail oriented?- ability to understand business metrics, customer, and market trends. (1+)
4. Outstanding written and verbal communication skills with an emphasis on communicating technical requirements and solutions to internal and external audiences.(3+)
Hard Skills Assessments
Expected Dates - ASAP
Assessment Process - 1 round, possible second if needed
Candidate Preparation -General
Overview
Contractor to provide Azure AI Translator team with Business Operations Support Services to support translator subscription service business for internal customers, external customers, and business partners. The Business Services resources will be responsible for handling all support requests and self - service resources related to supporting Azure AI Translator business, including acting as incident reporting and content collection for disbursement from Translator engineering team and subject matter experts to communicate to customers and partners. The business operations support team will act as the central point of contact between customers, support team, services providers, and partners for inquiries and subscription service updates.
Deliverables
Manage communications through central and service desk alias.
Classify emails from internal and external customers as a) quality issue, b) sales and marketing, c) general product or feature Q&A, d) non-actionable feedback, e) feature request, f) other Microsoft product issues misidentified as translator service issue, and f) undefined.
oValidate quality issues reported and create appropriate work items - bugs, tasks, and product backlog.
oTrack issues created as an IcM or bug to closure.
oRespond to product or feature Q&A adding reference to product documentation and business articles.
oTurnaround time within one business day for response. Five business days for resolution (dependent up client action / prioritization for resolution to be implemented).
Escalate technical/service incidents and inquiries to program Subject Matter Experts on client side for response and follow-up as needed to resolve and track resolution and response completion.
Collaborate with Subject Matter Experts on prioritization of curating content to address customer and business partner incidents and inquiries.
Provide tier 1 response to customer support channels representing Translator PMs. Prepare analytics and reports on support by feature, quality, time to resolve, etc. to identify product insights and areas to improve.
Monitor new offerings and reports in the machine translation industry by competition, partners, and other industry players.
Identify areas of the Translator business that need streamlining, new or improved processes, improved documentation and/or improved communication with customers.
Contribute to improve quality of translator service, product documentation, translator marketing website content enrichment, and technical support guides.
Track publishing update calendar to align to engineering product roadmap to reflect engineering updates that affect service and subscription business including features, functionality, path to purchase, language availability, platform support that affect customers and business partners.
Technical Skills
To perform in this role, the candidate needs to have technical skills below.
Using a service API through tools and creating a simple application using .Net, Python or Java.
Proven experience in a technical support role.
Proficiency in reading and writing technical documentation.
Strong business acumen, analytical and detail oriented - ability to understand business metrics, customer, and market trends to generate reports.
Outstanding written and verbal communication skills with an emphasis on communicating technical requirements and solutions to internal and external audiences.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Remote, PST support
If hybrid, # of days contractor will be required to work onsite: n/a
Purpose of the Team - The Business Services resources will be responsible for handling all support requests and self - service resources related to supporting Azure AI Translator business, including acting as incident reporting and content collection for disbursement from Translator engineering team and subject matter experts to communicate to customers and partners
Key projects - Classify emails from internal and external customers as a) quality issue, b) sales and marketing, c) general product or feature Q&A, d) non-actionable feedback, e) feature request, f) other Microsoft product issues misidentified as translator service issue, and f) undefined.
What makes this role interesting? - Candidates will have the opportunity to provide Azure AI Translator team with Business Operations Support Services to support translator subscription service business for internal customers, external customers, and business partners
Unique Selling Points - Contribute to improve quality of translator service, product documentation, translator marketing website content enrichment, and technical support guides.
Candidate Requirements
Years of Experience Required - 3-5 years
Disqualifiers - Resume is more dev focused, candidate prefers solo/independent work
Best vs. Average - Strong communication skills, organization
Experience on website management, technical writing, marketing, or similar (preferred, not required)
Performance Indicators - Quality of Work
Top 3 Hard Skills Required + Years of Experience,
1. Using a service API through tools and creating a simple application using .Net, Python or Java. (2+)
2. Proficiency in reading and writing technical documentation (public facing). (3+)
3. Strong business acumen, analytical and detail oriented?- ability to understand business metrics, customer, and market trends. (1+)
4. Outstanding written and verbal communication skills with an emphasis on communicating technical requirements and solutions to internal and external audiences.(3+)
Hard Skills Assessments
Expected Dates - ASAP
Assessment Process - 1 round, possible second if needed
Candidate Preparation -General
Overview
Contractor to provide Azure AI Translator team with Business Operations Support Services to support translator subscription service business for internal customers, external customers, and business partners. The Business Services resources will be responsible for handling all support requests and self - service resources related to supporting Azure AI Translator business, including acting as incident reporting and content collection for disbursement from Translator engineering team and subject matter experts to communicate to customers and partners. The business operations support team will act as the central point of contact between customers, support team, services providers, and partners for inquiries and subscription service updates.
Deliverables
Manage communications through central and service desk alias.
Classify emails from internal and external customers as a) quality issue, b) sales and marketing, c) general product or feature Q&A, d) non-actionable feedback, e) feature request, f) other Microsoft product issues misidentified as translator service issue, and f) undefined.
oValidate quality issues reported and create appropriate work items - bugs, tasks, and product backlog.
oTrack issues created as an IcM or bug to closure.
oRespond to product or feature Q&A adding reference to product documentation and business articles.
oTurnaround time within one business day for response. Five business days for resolution (dependent up client action / prioritization for resolution to be implemented).
Escalate technical/service incidents and inquiries to program Subject Matter Experts on client side for response and follow-up as needed to resolve and track resolution and response completion.
Collaborate with Subject Matter Experts on prioritization of curating content to address customer and business partner incidents and inquiries.
Provide tier 1 response to customer support channels representing Translator PMs. Prepare analytics and reports on support by feature, quality, time to resolve, etc. to identify product insights and areas to improve.
Monitor new offerings and reports in the machine translation industry by competition, partners, and other industry players.
Identify areas of the Translator business that need streamlining, new or improved processes, improved documentation and/or improved communication with customers.
Contribute to improve quality of translator service, product documentation, translator marketing website content enrichment, and technical support guides.
Track publishing update calendar to align to engineering product roadmap to reflect engineering updates that affect service and subscription business including features, functionality, path to purchase, language availability, platform support that affect customers and business partners.
Technical Skills
To perform in this role, the candidate needs to have technical skills below.
Using a service API through tools and creating a simple application using .Net, Python or Java.
Proven experience in a technical support role.
Proficiency in reading and writing technical documentation.
Strong business acumen, analytical and detail oriented - ability to understand business metrics, customer, and market trends to generate reports.
Outstanding written and verbal communication skills with an emphasis on communicating technical requirements and solutions to internal and external audiences.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.