Entry Level Resources with background in IT Support.
Concierge Intermediate Ambassador
We are looking for individuals with strong written and verbal communication skills, as well as a technical background, with phone support experience. The ideal candidate has a can do attitude who is creative, someone who will go out of their way to find solutions to problems, who is a team player, and aspires to grow within our organization. This person will be directly interacting with customers so they will require effective interpersonal and communications abilities and must be an analytical thinker who can resolve problems efficiently. Overall customer-service oriented skills and attention to detail are a requirement.
Provide remote technical assistance to customers via telephone, written correspondence, and remote desktop support sessions. Assist administrators with troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance.
Responsibilities:
Act as the customer advocate for the entire support experience
Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support
Communicate in a precise, meaningful, clear, and professional manner while matching the customers technical knowledge and pace
Provide front-line administrator and end user support for multiple customers
Respond and work on ticket requests and incidents utilizing the internal ticketing system
Installation, configuration, and troubleshooting support of Microsoft 365 services and features on various customer platforms within small business and enterprise level environments
Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes
Ensure accurate and timely resolution for assigned workload
Report trends, reoccurring problems, and software bugs to management
Collaborate with other engineers to find solutions while maintaining customer perspective, including Support Engineers at different levels and technology areas
Other duties as assigned by management
Successful Candidate Competencies:
Ability to thrive within a dynamic and fast paced 24x7 work environment
Must be able to work a 40-hour work week with flexibility to work various shifts based on business need
Ability to work within a remote team environment
Positive attitude towards change and the ability to adapt quickly
Knowledge of concepts and best practices related to call center methodologies
Must have a high degree of customer service skills
Problem-solving and critical thinking skills
Strong desire to learn Microsoft 365 services and features
Must have excellent verbal and written communication abilities with strong attention to detail skills
Ability to prioritize and manage time effectively while staying on track with assigned tasks
Introductory level of troubleshooting, problem solving experience supporting Microsoft 365 services and features
Understanding of Microsoft 365 plans and service descriptions