M365 Technical Support Engineer - Stage 2 at Tek Experts

Required Skills

• Communication Skills: Excellent customer service and communications skills - both written and spoken English. Strong active listening skills, able to ask strategic questions to uncover needs
• and deliver appropriate value-added recommendations for products/services that will solve customer problems. Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations.
• Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers new to technology and experienced professionals alike).
• Competencies: Customer obsession, empathy and a passion for customer service, able to deal with ambiguity, drive customer-centric decisions and be accountable, keen learning and
• knowledge-sharing skills, solid team and collaboration skills, able to work independently with limited supervision, able to display a high degree of organization amid multiple demands and
• shifting priorities while maintaining focus and serving as a strong brand ambassador.
• Technical exposure and interest: Windows operating systems, local and wide-area networking, Microsoft productivity suite, directory services and active directory, administration experience in
• any or all of Exchange/Outlook, SharePoint and Skype for Business is preferred.

Education, experience and certifications

• Candidates with Science, Math, Engineering, or Computer science backgrounds preferred.
• Candidates with industry acknowledged certifications like MCSE or Cisco certifications preferred.
• Candidates with 1-2 years experience of combined helpdesk/Tech Support/ Experience/
• exposure to medium to large businesses is preferred.

Response & Resolution

• Handles customer issues through collaboration, resolution, or escalation to provide a great experience.
• Drives his or her own case-wellness and ensures that key stakeholders and customers are up-to- date on the resolution status of their issue, through effective written and verbal communication.
• Uses soft skills when responding to and resolving technical issues .

Readiness
Completes assigned training and certification, or equivalent, to develop his or herself.

Product improvement
Ensures proper case wellness with complete case creation of customer information, proper notes and case coding.