Job Description

Role: Cloud Services Technical Support Engineer

Experience: 0 to 1 year

Location: Bhopal / Vadodara

Job Description:

• The Cloud Services Technical Support Engineer is a critical member of the SaaS Support team.

• Strong technical skills, complex problem collaboration skills, and outstanding customer support and professional communications skills are essential.

• Support Engineers must resolve the most complex customer problems, often collaborating with Microsoft’s software Level 2 and 3 support teams.

• Must be experienced remote support agents within a direct contact center environment.

• Must have a strong technical background in M365, Office 365, and MS Azure (Fundamentals) along with other Cloud products.

• Excellent language, customer issue handling, and communications skills are essential.

• Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Responsibilities:

• Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management.

• Logged into telephony system and perform direct contact center role via phone, e-Ticketing, and email.

• End to End Customer / Case Ownership of all issues including hardware and software.

• Resolve complex, collaborative calls working with Level 2 and Level 3 teams.

• Ensure customer incident resolution at industry-leading incident closure rates.

• Maintain outstanding customer satisfaction scores, with professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.

• Accurately diagnose problem severity levels and prioritize call loads appropriately.

• Recreate customer issues when needed, using logs, system management tools, and industry-standard problem resolution tools and protocols.

• Generate accurate, high-quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.

• Research, troubleshoot, and resolve technical issues involving Microsoft Office 365, Azure Cloud Platform, Other Azure products & SaaS Products.

• Document all technical inquiries and develop content for the knowledge base.

• Support key internal initiatives involving pre-release testing, validation, and documentation.

• Provide highly technical end-user support to clients via telephone, email, and ticketing system.

• Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.

• Provide knowledge transfer and informal training to clients and co-workers.

Requirements & Skills:

• At least 0-1 year of experience in technical support in M365-based products.

• Experience with SharePoint online (Permissions, File management, etc.), Exchange online (Mailbox creation, management, migration, mail-flow, etc.), OneDrive for business, MS Teams, MS Office (Installation, Activation, etc.).

• 0-1 year of experience in Technical Support and Ticketing Software Skills.

• Experienced in engaging with customers and peers in a technical and professional environment.

• High customer concentration.

• Good communication soft skills.

• Language Skills – English (Native).

• Excellent verbal and written language skills, customer issue handling, and communications skills are essential.

• Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Education and Experience:

• Bachelor or higher Degree preferable in Computer Science, Information Technology, or a related technical field.

Join our team and be part of an award-winning support team that provides Azure and M365 customers the highest level of support while working on an industry-leading product.