Provide "white-glove" support to microsoft customers but not limited partners, smb and consumers, with fqr (first quality 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, teams, yammer etc.
- document and report to qms, cluster leads & geo leads any identified gaps, issues etc.
- report to qm, cluster lead &/or 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
- conduct research on complex cases, validates cases for escalation to backline and contributes to knowledge management initiatives.
- as a knowledge champion, s/he is the focal point for communications, coordination and overall adherence to the microsoft office 365 knowledge management program
*experience and technical skills*
- at least 2-5 years of professional it experience or 2-3 years professional customer service/technical support work experience in bpo or related industry
- with m365 skills and experience
- solid ms exchange skills
- solid sharepoint skills
- solid ms teams skills
- communication skill should be at least b2 or higher
- amenable to a flexible work schedule, as the need arises
*educational background*
- bachelor's degree in information technology, computer science or other relevant fields
*certification (good to have)*
- any office365, ms windows server, azure or exchange
- solid foundational knowledge on windows, mac os and other office apps
- itil v3