Job Description
About the Role
We are seeking a Microsoft 365 Certified Administrator with a strong customer care, customer service, and customer-centric background to join our team. This is not just a technical role but also one that requires an obsession with customer satisfaction and meticulous attention to detail in ticketing and issue resolution. In this role, you will serve as a first line of support, working closely with customers to ensure their Microsoft 365 requirements are fully understood and addressed.
Key Responsibilities
- Customer Support & Care: Provide exceptional first-line support to customers, prioritizing clear, concise, and empathetic communication.
- Ticketing Management: Ensure that all customer requirements and issues are accurately captured and documented, with a strong focus on thoroughness and attention to detail.
- Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 configurations, permissions, and security settings, ensuring high reliability and performance.
- Issue Resolution: Collaborate with customers and internal teams to resolve any issues with Microsoft 365 services, focusing on customer satisfaction and timely response.
- Customer Success Focus: Actively listen to and understand customer needs, ensuring that they feel supported and valued. Seek continuous feedback to improve service quality.
Qualifications
- Certification: Microsoft 365 Certified Administrator.
- Customer Care Experience: 2+ years in a customer-facing support role, preferably within IT, SaaS, or customer success environments.
- Technical Knowledge: Proficient in Microsoft 365 suite, including Exchange, Teams, SharePoint, and OneDrive.
- Communication Skills: Strong verbal and written communication skills, with the ability to simplify technical terms for non-technical users.
- Customer-Centric Mindset: An obsession with capturing customer requirements accurately and a commitment to delivering a near-perfect service experience.
Desired Skills
- Strong problem-solving skills with an empathetic approach to customer interactions.
- High level of organization and attention to detail in managing customer requests and documenting ticketing information.
- Familiarity with CRM and ticketing tools, such as Zendesk or ServiceNow, is an advantage.
