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Microsoft Office 365 Support Ambassador

This position is based in: Clifton Park, NY

LIFE at nfrastructure

At nfrastructure, we understand that our success results from our diverse workforce. nfrastructure nployees relish challenging projects working alongside technology's best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world's most admired brands as customers. nfrastructure is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.'s Build 100 List of Sustained-Growth Companies, Inc.'s 500|5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

ROLE: Microsoft Office 365 Ambassador

As an O365 Ambassador, you will provide a world-class customer service experience to O365 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.

RESPONSIBILITIES:

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

Update O365 licenses, subscriptions and user management as necessary

Collaborate with team members to enhance the customer experience

Increase engagement with O365

Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations

Participate in product testing, tool building and pilot new projects

Mandatory Skills & Experience:

1-2 years' experience in any one or combination of O365, Active Directory or other cloud based system, and troubleshooting experience
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
Understanding of O365 Suite and environment
Understanding of O365 capabilities, plans, service descriptions and features
Experience with desktop administration
Experience with remote desktop support
Knowledge of concepts and best practices relative to call center methodologies
Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding
Demonstrated Execution: ability to take action and follow through
Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics
Desired Skills & Experience:
Experience with Microsoft Windows operating system environment
Experience with server and network administration (Windows or Linux)
Experience with ITIL methodologies and best practices
Experience with server & network administration
Understanding of DNS
Experience with POP/IMAP/SMTP
A+, Network+, or MCP certification
Concepts of Networking Fundamentals
Microsoft Visio

Experience with the following technologies:
Active Directory
Microsoft Exchange Server
Microsoft Server
Microsoft SharePoint
Microsoft Lync / Skype for Business
Microsoft SQL Server Management
Experience with the following troubleshooting scenarios:
O365 set up from start to finish
Office Suite installation and Activation
OneDrive synchronization application troubleshooting
Outlook configuration using POP, IMAP or Autodiscover service
Mail flow configuration and troubleshooting

About nfrastructure:

nfrastructure partners with the world's most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary "nterprise" software platform delivers a highly differentiated value proposition for our customers and partners.

More information about nfrastructure can be found at www.nfrastructure.com

Apply for this job or another online today at www.nfrastructure.com/company/careers