The Subject Matter Expert (Sr. Support Ambassador I) is responsible for assisting concierge support ambassadors through side-by-side mentoring with the intent of resolving complex customer service requests, issues, and queries regarding their Office 365 subscription.
Working closely with the Next team they are expected to handle complex escalations including outbound customer contact to follow-up on escalated cases.
Key Responsibilities :
Be the first in line technical mentor of ambassadors providing proximity support for complex issues and processes
Build relationships in the form of proper handling of ambassador inquiries (e.g. face to face consultation, 1 : 1 chat, and team sessions).
Deliver prompt response on questions and assist ambassadors on technical escalations upon request by customers.
Take ownership on get-help cases received by ambassadors and drive end to end resolution of these cases when needed.
Assist teams in managing their backlogs through reviews and recommendations of the next action plan to resolve the issue.
Daily review and assignment of escalation cases received in PowerApps. Prioritize cases according to the severity and have it assigned to the right resolver Next Team member
Collaborate with Senior Support Ambassador (II) in providing refresher training, knowledge transfer, and best-practice sharing upon requests by Team Leads
Extend assistance to the operations in form of extra capacity when the program needs extra headcount in times of High Call volume.
Assists in updating and maintaining process and client-related documents (SOP's, communique, roll-outs, and experiment participation).
Perform other ad-hoc tasks as required and assigned by Escalations Manager.
Ensure all company policies and standards, as they are introduced, are always adhered to.
Experience & Technical Skills
2+ years of Experience in Concierge Program or exposure to MSFT partner ecosystem with focus on supporting Cloud technologies.
Strong hands-on implementation, configuration and support experience with Desktop Operating systems, understanding of Active Directory, DNS, Exchange Online, SPO, Skype for Business and MSFT Teams
Experience with MSFT commerce process and procedures is highly desired.
Strong conflict-resolution and customer service skills.
Attention to detail and commitment to data integrity and accuracy
A team player with strong collaboration and interpersonal skills working with co-workers and cross functional partners to deliver comprehensive insights to customers.
Tertiary education in IT, business or related discipline would be advantageous.
Professional Training and Certification
Any Microsoft certifications or further training are desirable
ITIL V3 certification would be advantageous