Offer summary

Qualifications:

Microsoft 365 Certified Administrator certification is required., Minimum of 2 years of experience in a customer-facing support role, ideally in IT or SaaS environments., Proficiency in Microsoft 365 applications like Exchange, Teams, SharePoint, and OneDrive., Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users..

Key responsibilities:

Provide first-line support to customers with a focus on clear and empathetic communication.

Manage ticketing by accurately documenting customer issues and requirements.

Administer and troubleshoot Microsoft 365 configurations and security settings.

Collaborate with customers and internal teams to resolve issues and enhance customer satisfaction.

Job description

About the Role

We are seeking a Microsoft 365 Certified Administrator with a strong customer care, customer service, and customer-centric background to join our team. This is not just a technical role but also one that requires an obsession with customer satisfaction and meticulous attention to detail in ticketing and issue resolution. In this role, you will serve as a first line of support, working closely with customers to ensure their Microsoft 365 requirements are fully understood and addressed.

Key Responsibilities

Customer Support & Care: Provide exceptional first-line support to customers, prioritizing clear, concise, and empathetic communication.
Ticketing Management: Ensure that all customer requirements and issues are accurately captured and documented, with a strong focus on thoroughness and attention to detail.
Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 configurations, permissions, and security settings, ensuring high reliability and performance.
Issue Resolution: Collaborate with customers and internal teams to resolve any issues with Microsoft 365 services, focusing on customer satisfaction and timely response.
Customer Success Focus: Actively listen to and understand customer needs, ensuring that they feel supported and valued. Seek continuous feedback to improve service quality.

Qualifications

Certification: Microsoft 365 Certified Administrator.
Customer Care Experience: 2+ years in a customer-facing support role, preferably within IT, SaaS, or customer success environments.
Technical Knowledge: Proficient in Microsoft 365 suite, including Exchange, Teams, SharePoint, and OneDrive.
Communication Skills: Strong verbal and written communication skills, with the ability to simplify technical terms for non-technical users.
Customer-Centric Mindset: An obsession with capturing customer requirements accurately and a commitment to delivering a near-perfect service experience.

Desired Skills

Strong problem-solving skills with an empathetic approach to customer interactions.
High level of organization and attention to detail in managing customer requests and documenting ticketing information.
Familiarity with CRM and ticketing tools, such as Zendesk or ServiceNow, is an advantage.

Required profile