Concierge Intermediate Ambassador

  • Experis
  • Atlanta, Georgia
  • Aug 24, 2021
Full time Concierge, Bell boy and Porters

Job Description

Concierge Intermediate Ambassador

100% Work From Home

On-going Contract

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