Job Description
Project Role Description :
Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Job Requirements :
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
Qualifications
Must have Skills :
Microsoft Exchange Unified Messaging
Good to Have Skills :
Microsoft 365, Microsoft Windows Desktop Management
Qualifications :
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
