Customer Support Specialist
Description
CoreView is the Global Leader in Effortless M365 Security, Governance, and Administration. Offering an end-to-end solution that stretches across the whole M365 ecosystem; from your tenant level configurations, right up to your most critical workloads.
Created by M365 experts, for M365 experts, CoreView makes best practice for M365 effortless by simplifying, unifying, and enhancing the M365 admin experience. CoreView empowers 1500 M365 organizations to turn the tide on endless tasks, deliver best practice security, and drive ROI.
As we grow, we are looking to hire people who believe in our values and our goals. Our values are the core of everything we do;
Collaboration – Sharing knowledge, resources and support to drive success
Ownership – Holding ourselves accountable for delivering excellence
Respect – Valuing every voice to build a stronger tribe
Empathy – Understanding each other to foster a supportive workplace
We are committed to creating a diverse and inclusive global workplace, helping each other achieve our goals, and trying to have fun along the way….
Job Summary
The Support Specialist plays a crucial role in providing exceptional customer assistance in a technically-oriented, fast-paced environment. Working collaboratively in a global Customer Experience team alongside top developers and customer care staff, you will ensure customer satisfaction by effectively resolving issues.
Responsibilities.
· Engage customers across a variety of communication methods, including traditional email, Live Chat, Microsoft Teams, and so on, to resolve issues and keep customers informed.
· Provide Level 1 support to customers by reviewing customers’ problems and questions; and working toward a timely and satisfactory resolution of a customer’s concerns.
· Identification and escalation of priority issues, building of processes to identify and avoid repeat mistakes/issues.
· Provide assistance in testing resolved issues prior to release.
· Keep clients updated on their requests and issues status.
· Develop product knowledge resources (documentation), such as “How To” guides; Troubleshooting Tips; User Manual updates and so forth, as needed.
· Provide assistance to new customer on-boarding, training and pro-active client management.
· Occasionally build-out training materials and train customer support team to assure the quality of service throughout the team.
Implementation of the organization's information security policy and requirements including but not limited to implementation of vulnerability management, incident response procedures, business continuity safeguards, access controls and the secure configuration of systems.
Requirements
· Excellent English business communication skills (Read, Write and Speak). Your ability to also speak other languages is a plus.
· Excellence in problem-solving and the ability to identify development issues versus actual support issues.
· Experience with the use of traditional service management tools, such as FreshDesk, ZenDesk and so on in support of customers.
· Ability to understand and explain technical information to non-technical individuals.
· Team spirit, supportiveness, cooperation.
· Skills in creating internal and customer facing documentation.
· Experience with Microsoft 365, both cloud only and hybrid infrastructures.
· Proficient in relevant computer applications: Teams, OneNote, Excel, Word, Outlook.
· Experience in project management is a plus
· Knowledge of Active Directory, Azure Active Directory and the synchronization processes made by Microsoft Ad Connect