Microsoft Support Technician

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Description

Job Purpose

The Microsoft Technical Support Technician –will work as a member of CallTower’s Microsoft Technical Support Team. The position is responsible for managing customer communication and support for the Microsoft Office Suite, namely Microsoft Teams Direct Routing and Operator Connect, as well as CallTower’s proprietary tool, CallTower Connect. The technician will work collaboratively with fellow team members to take a holistic approach to customer technical support issues. The position will escalate to Sr. Technical Support Technicians/Support Engineers to resolve issues. Potential candidates must be smart and inquisitive, action-oriented, and CallTower dedicated.

Duties

• Manage and troubleshoot, high-profile and difficult technical issues. Working issues to resolution and achieving customer satisfaction
• Specialize in working issues for the Microsoft Office suite, namely Teams Direct Routing and Operator Connect, as well as CallTower’s proprietary tool, CallTower Connect.
• Provide updates to customers and management on the status of urgent and high-profile issues
• Interact and escalate issues with Microsoft and CallTower’s other vendors and third-party groups.
• Provide accurate and timely updates to our customers and document all updates in the customers cases on CallTower’s CRM tool (Salesforce)
• Understand and diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issues
• Maintain a mindset of continuous improvement, in terms of efficiency of processes, customer satisfaction, and optimization
• Document and publish processes and procedures in CallTower’s Solution Center
• Willing and able to apply industry best practices regarding Information Security to all activities
• Any other duties as assigned by management
  
  

Skills/Qualifications

To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.

Minimum Qualifications

• 1+ years’ experience supporting Microsoft Teams Admin Center
• 1+ years’ of supporting VoIP
• 2+ years’ experience in a customer-facing technical support environment
• Associate degree or equivalent experience or 3+ years of relevant experience
• Hold or commit to obtaining an industry-recognized certification (MS-900 or AZ-900 preferred) within six months of the hire date
• Must have exceptional interpersonal and communication skills
• Must be fluent in English (spoken and written)
  
  

Preferred Qualifications

• Technical writing experience
• Bachelor’s degree

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