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Microsoft O365 Technical Support Specialist; Teams Expanding!

Zones nfrastructure Albany, NY
  • Expired: 8 days ago. Applications are no longer accepted.

Position Overview

As a Technical Support Specialist, you will provide a world-class customer service experience to Office 365 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. The Technical Support Specialist is 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 Office 365 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 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 the following experience and skills:

Mandatory:

  • 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 Office 365 Suite and environment

Desired:

  • 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

Zones nfrastructure

Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification. Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today’s top brands. At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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Albany, NY
USA

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