Office 365 Concierge Ambassador

Atlanta, Georgia
EXPERIS

O365 Concierge Ambassador
Group: Technical Help Desk Support- Office 365 Engineer
Location: working 100% remote (candidates must be flexible with the schedule)

We are looking for individuals with strong written and verbal communication skills, as well as a strong technical background, with extensive phone support experience. The ideal candidate is a technician with 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 strong 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 Microsoft 365 customers via telephone, written correspondence, and remote desktop support sessions. Assist administrators with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance. Demonstrates experience in handling technically complex issues and politically sensitive situations.

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 24×7 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
• Strong problem-solving and critical thinking skills
• 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
• Strong troubleshooting, problem solving experience supporting Microsoft 365 services and features
• Foundational knowledge of Microsoft 365 plans and service descriptions
• Ability to learn and support Microsoft 365 migration options per workload (e.g. Exchange migration, SharePoint Online migration)
• Self-motivated to continually build and update technical skills & knowledge using available tools & resources

Preferred Candidate Competencies:

• Desktop administration experience
• Service Desk remote support experience
• Demonstrated knowledge of ITIL best practices
• A+, Network+, or MCP certification
• Server & network administration experience (Windows or Linux)

Requirements for the program:

• All positions are 40-hours per week, there are no part-time positions
• All candidates must be able to work any of the work shifts of the program. This is a 24/7 help desk program that tends to change working shifts, based on business needs.
• The work shift offered is the only one available at that time
• They may be moved to a different shift in the future, based on business need
• 100% attendance is required their first 30-days on assignment