COMPANY INTRODUCTION

Wicloudrwd is a global digital transformation and IT outsourcing company established in 2022, with operations across multiple international locations. The company provides technology and IT outsourcing solutions tailored to Microsoft environments, with expertise across Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Location: Rwanda

Employment Type: Freelancer

About the Role

We are seeking Technical Support Engineers to provide technical support to Microsoft global customers. The role involves investigating technical issues, developing effective solutions, supporting customer satisfaction, and documenting technical knowledge to improve the overall support experience.

The successful candidate will combine technical problem-solving skills with strong communication and customer service capabilities.

Key Responsibilities

1. Technical Support & Responsiveness

• Deliver technical support services to Microsoft global customers while maintaining a high level of customer satisfaction.
• Scope customer issues by collecting relevant facts and investigating problems through independent research and collaboration with other teams.
• Determine the most effective approach to resolving complex technical issues, balancing efficiency and speed to resolution with quality.
• Empower customers to find information, self-solve issues when appropriate, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products and services.

2. Technical Investigation & Documentation

• Conduct technical research and troubleshooting to identify appropriate solutions.
• Document technical work, findings, and research to support colleagues and improve the product and customer support experience.
• Collaborate with relevant teams when additional technical expertise is required.

3. Customer Experience

• Maintain a proactive approach to customer satisfaction.
• Identify customer satisfaction concerns and manage customer expectations appropriately.
• Communicate technical information clearly and professionally.

4. Team & Service Coverage

• Collaborate effectively with colleagues and other technical teams.
• Participate in planned team-wide shift rotations to support business needs.

Qualifications & Requirements

• Bachelor's or Master's degree in Computer Science, Electronic Engineering, or equivalent practical experience.
• 1–3 years of IT experience.
• Excellent communication and collaboration skills.
• Strong self-motivation and ability to work effectively as part of a team.
• Strong verbal and written English skills.
• Strong analytical and logical thinking skills.
• Understanding of Microsoft Cloud technologies, including Azure and/or Microsoft 365, and Windows Server products or other application server technologies.
• Ability to provide remote technical support and resolve mission-critical issues for enterprise customers.
• Strong commitment to delivering high-quality technical support and customer service.

Language Requirements

• Local Language: Fluent in reading, writing, and speaking.
• English: Strong professional proficiency in written and spoken English.

• Deliver technical support services to Microsoft global customers while maintaining a high level of customer satisfaction.
• Scope customer issues by collecting relevant facts and investigating problems through independent research and collaboration with other teams.
• Determine the most effective approach to resolving complex technical issues, balancing efficiency and speed to resolution with quality.
• Empower customers to find information, self-solve issues when appropriate, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products and services.
• Conduct technical research and troubleshooting to identify appropriate solutions.
• Document technical work, findings, and research to support colleagues and improve the product and customer support experience.
• Collaborate with relevant teams when additional technical expertise is required.
• Maintain a proactive approach to customer satisfaction.
• Identify customer satisfaction concerns and manage customer expectations appropriately.
• Communicate technical information clearly and professionally.
• Collaborate effectively with colleagues and other technical teams.
• Participate in planned team-wide shift rotations to support business needs.

• Excellent communication and collaboration skills.
• Strong self-motivation and ability to work effectively as part of a team.
• Strong verbal and written English skills.
• Strong analytical and logical thinking skills.
• Understanding of Microsoft Cloud technologies, including Azure and/or Microsoft 365, and Windows Server products or other application server technologies.
• Ability to provide remote technical support and resolve mission-critical issues for enterprise customers.
• Strong commitment to delivering high-quality technical support and customer service.

• Bachelor's or Master's degree in Computer Science, Electronic Engineering, or equivalent practical experience.
• 1–3 years of IT experience.
• Local Language: Fluent in reading, writing, and speaking.
• English: Strong professional proficiency in written and spoken English.