Responsibilities
Research, troubleshoot and resolve technical issues involving customers’ Azure Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
Provide a world-class customer experience, engage and empathize with customers to support and resolve technical issues through completion.
Support delivery, resolving escalated, complex customer issues related to the M365 & Azure billing platform and subscription management to successfully deliver Azure & M365 Subscription management support against customer partner experience and workflow efficiency targets.
To identify required tools, training, processes or capabilities to assess customer issues and to document all technical inquiries and develop content for knowledge base.
Working consultatively with partner support teams to find timely resolutions for partners’ escalated issues.
Provide highly technical end-user support to clients via telephone, email, and ticketing system.
Support installation, configuration, and support of Microsoft 365 and Azure on various platforms.
Accurately document all work performed through ticketing system including details and outcomes. Ensure accurate and timely resolution of all assigned issues, escalate unresolvable cases if necessary, notice trends and report reoccurring problems.
Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue, communicate next steps and status, and inspire confidence.
Educate customers of all sizes on the value proposition of managed services on Microsoft Azure,M365v, and participate in technical discussions to address customer challenges with cloud workloads.
Capture and share best-practice knowledge amongst the Azure & M365 technical and partner communities.
Provide technical trainings to partners and end users around M365 and Azure.
Collaborate with other Microsoft staff including networking, security, and other IT teams, to facilitate effective issue resolution
Transparent and timely communication with stakeholders on open issues, tickets, and requests
Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on M365 and Azure services.
Maintain outstanding customer satisfaction scores, with professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
Accurately diagnose problem severity levels and prioritize call loads appropriately.
To be evaluated based on measurements such as achieving the team goals, time to resolution or escalation, enabling a response time similar to competitors, maintaining technical skills through completion of ongoing readiness and platform training and, in general participating in the creation of future Microsoft support capabilities for the cloud.
Required skills, education and experience
At least 2 years of experience in technical support on Azure and M365 based products.
Bachelor or higher Degree in Computer Science, Information Technology, or a related technical field.
Azure Associate/Expert Level Certification is mandatory (AZ-104, AZ 303/304, AZ- 305).
Microsoft Fundamental level certified on any or few cloud products. (Like MS 100, MS 900, MS 700, etc…).
Demonstrated ability to communicate at all levels of technical expertise and seniority, inside and outside the organization, both verbally and in writing.
Organized and detail oriented.
Demonstrated ability to plan and document projects.
Passion for technology, customer support and commercial relationship
Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
Experience in administering Azure environment, Azure service integrations, Subscription implementation and management, Azure AD, Azure AD Connect, Azure security
Cloud infrastructure and servers background – specifically with connectivity, communications, integration and operating environment.
Comprehensive experience in Microsoft 365 suite support from administrative level.
Excellent written skills, ability to effectively and efficiently document user questions, issues, and requests.
Working knowledge of MS Excel, Word, and PowerPoint required.
Understanding of M365 Suite and environment.
Understanding of cloud technologies and migrating on-prem to the cloud.
Knowledge of M365 Technical Architecture.
Knowledge with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.).
Experience with Microsoft Windows operating system environment.
Concepts of Networking Fundamentals.
Deep understanding of Cloud Computing IaaS, PaaS and SaaS.
Experience in the Azure components & APIs.
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