Certified Microsoft 365 Administrator with Customer Care Expertise

OnlyExperts

Philippines Remote permanent

Posted: November 3, 2024

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.

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