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 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.

Key Responsibilities

Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management. Agent is logged into telephony system and performs 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 the 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.

Qualification:

Minimum 4 years of relevant experience

Other :

This is a Global Support is provided 24/7 rotational shifts. 5 days working from office.