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ATCP - PHL Italian_Tech Bilinguals

multiple locations +view all Job No. r00147034

Job Description

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Provide white-glove support to Microsoft customers but not limited SMB, partners and consumers, with FCR First Call Resolution goal in mind 
Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Yammer etc 
Document and report to QMs, Cluster Leads  Geo Leads any identified gaps, issues etc 
Report to QM  Geo Leads, any management or technical opportunities 
Build relationship to create, reinforce, motivate, and guide customers and partners 
Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries 
Leverage collaboration support tools and processes to expedite resolution of customer issues 


Experience and Technical Skills

At least 2 years of professional IT experience or  2 years professional customer service/technical support work experience in BPO or related industry

With M365 administration/troubleshooting skills and experience

Knowledge in Exchange, SharePoint, MS Teams, MS Windows Server and Azure Concept
Experience in or exposure to a client facing role
Communication skill should be at least B2 or higher
Amenable to a flexible work schedule, as the need arises
Educational Background
Bachelors Degree in Information Technology, Computer Science or other relevant fields
Certification Good to have
Any M365, MS Windows Server, Azure or Exchange
Solid foundational knowledge on Windows, Mac OS and other Office Apps


Cebu, Taguig

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