Job Brief:
We are looking for a proactive and customer-oriented Tier 1/2 Cloud Support Specialist to provide technical assistance and support for cloud-based services, including Microsoft Office 365 and Google Workspace. The role involves handling voice and chat support for US-based customers, diagnosing issues, and escalating complex problems to higher tiers when necessary.
- Experience in a technical support role, preferably in cloud or SaaS environments.
- Hands-on experience with Microsoft Office 365 and Google Workspace administration.
- Strong communication skills, especially in explaining technical concepts to non-technical users.
- Experience in voice and chat support, preferably for US-based customers.
- Familiarity with Windows Server, Active Directory, and DNS.
- Microsoft Partner competency certifications (e.g., MCSE: Productivity).
- Additional certifications such as G Suite Administrator, Microsoft Azure, or equivalent.
Roles & Responsibilities
- Respond to customer inquiries via voice and chat channels, ensuring prompt and professional support.
- Provide first and second-level troubleshooting for Microsoft Office 365 and Google Workspace issues.
- Assist with user account management, email configuration, access permissions, and basic network troubleshooting.
- Escalate unresolved issues to Tier 3 or specialized teams with detailed documentation.
- Maintain accurate records of customer interactions and technical resolutions.
- Educate users on best practices and preventive measures for common issues.
- Collaborate with internal teams to improve support processes and customer satisfaction.
