Description
Position at nFrastructure
Position Overview
As an Azure Technical Support Specialist, you will provide a world-class customer service experience to Fortune 100 Microsoft Azure customers. You will be first point of customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution.
This will include talking the customer through account set up, to troubleshooting and resolving all technical issues. You and your teammates will redefine “customer satisfaction” to mean that the customer is “blown away” as you resolve the issue on the first call. In this role, you will provide your insight and execution to drive the optimal customer experience by phone call, email and remote assistance.
Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the... essential functions.
TheCloud Support Specialistis primarily responsible for:
- Provide world-class customer experience with every interaction
- Engage and empathize with customers to support and resolve technical issues through completion
- Develop, foster and maintain highly effective customer interaction
- Support installation, configuration, and support of Microsoft Office 365 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 product bugs or unresolvable cases
- Notice trends and report reoccurring problems
- Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
- Update Azure licenses, subscriptions and user management as necessary
- Share your knowledge with teammates and guide them in the resolution of complex technical problems
- Collaborate with team members to enhance the customer experience
- Increase engagement with Azure / Office 365
- Enforce a high-quality customer service culture
- Stay up to date with technological changes in the industry with internal and external training
We are seeking candidates with experience and skills in the following:
- Ability to interact with Enterprise level customers
- Strong technical competency and troubleshooting skills
- Being able to develop relationships with customers to effectively understand priorities and drive technical recommendations and solutions
- Passionate about delivering the ultimate customer experience
- Demonstrated professionalism in resolving customer issues
- Success at working in a team environment where a customer obsessive culture is paramount
- Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
- Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
- Commitment to meet and exceed individual and team KPIs
- Excellent written and verbal communication skills
Education:
- Bachelor’s Degree in computer science or related technical field
Technical skills preferred:
- Understanding of cloud technologies and migrating on-prem to the cloud
- Understanding of Exchange Server 2007/2010/2013, Exchange Administration skills, Active Directory, DNSP, O365 administration and set up, MX Records, Setting up Outlook or the ability to learn.
- Experience identifying host providers
- Knowledge of O365 Technical Architecture and Azure or the ability to learn
- Willingness to learn and understand Office 365 capabilities, plans, service descriptions and features
- 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
