Website: www.gigmos.com
Technical Lead- Microsoft 365
Location
United States
Posted
13 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
Responsible for overseeing the daily operations of technical support engineers who are providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team.
- Act as a mentor and provide oversight, coaching, and training to technical support engineers
- Be the point of contact for technical escalations
- Record and track team SLAs and workflows
- Provide support for both internal and external customers
- Manage and report on all incoming technical support inquiries
- Assist in the creation of the team KPIs and monitor/report on results
- Be actively involved with operational delivery
- Keep a close track of NSAT Scores and team productivity
- Monitor team performance and report on metrics
- Ensure all customer inquiries and issues are solved correctly and promptly
- Review all technical support related processes and documentation for continuous improvement
- Provide timely feedback to team members and resolve issues
- Create an open communication culture and an inspiring team environment
- Lead by example in professionalism, communication, and technical expertise
Qualifications
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Graduate with minimum 4-6 years of experience in Technical Support process
- Minimum 1 year of experience as a Technical Leader with Microsoft vendor
- Good knowledge in Microsoft Office 365
- Detailed knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)
- Prior experience of managing Enterprise Team will be preferred
Requirements
- Permanent work from home
- Required to work in US Shift Timings
- CTC as per industry standards
Company Description
- Website: www.gigmos.com
Job Requirements
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Graduate with minimum 4-6 years of experience in Technical Support process
- Minimum 1 year of experience as a Technical Leader with Microsoft vendor
- Good knowledge in Microsoft Office 365
- Detailed knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)
- Prior experience of managing Enterprise Team will be preferred
- Permanent work from home
- Required to work in US Shift Timings
- CTC as per industry standards
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