Job Description

The Cloud Tech Support role is responsible for providing in-depth technical/cloud support and analysis to customers' issues and problems and provide high-quality resolution within agreed service levels. Responsible for providing incident/problem management, change management, escalations, and recovery management to all hammerjack internal and external customers. Will also manage hammerjack's different service channels, ensuring queries and concerns are addressed in a timely manner.DUTIES AND RESPONSIBILITIES

• Provide customer support to customers (and potential customers) that are received through our different contact channels
• Provide 1st 2nd level technical support for both hammerjack internal and external customers
• Handle incident management, support service requests, problem management and resolution according to hammerjack's methods and processes, in line with Microsoft's
• Provide technical support activities & coordination thru phone, chat, portal, email depending on the customers' service level requirements
• Comply to team and customer technical support processes, best practices and workflows
• Effective ticket queue management providing investigation prioritization, and continuous and timely updates to customers
• Take ownership to resolve customer issues in accordance with service level agreements (SLAs) and managed services catalogue balancing speed and quality
• Create process or troubleshooting documentation
• Accurately report and track support tickets through the ticketing system. Create/Update status report, as needed
• Demonstrate excellent customer service skills through all levels of support; incident/problem management, change, escalation and recovery management
• Adhere to the team and company's regulation, policies and processes
• Work with cross-functional teams and clients by providing education on system functionality

QUALIFICATIONS

• Strong English communication skills and ability to interact with customers in a demanding and every changing environment
• Strong customer service skills
• Good problem-solving ability, attention to detail and commitment to quality to drive great customer service and strong team relationships
• Motivation and passion for customer success
• Excellent time management and organizational skills.
• Must be a self-starter with the ability to work independently and in a collaborative team environment
• Minimum 2-year experience in a customer support or technical support role for cloud solutions
• Candidates with experience and knowledge on the following are preferable:

• Cloud computing
• MS Cloud product and services.
• PowerShell
• Web Services Exchange
• Active Directory
• MS Office 365 system architecture and design
• Exchange and Office 365 migration and post migration tasks
• MS Office, Skype for Business, SharePoint, and OneDrive Architecture
• Clients (Outlook, Outlook for Mac, IMAP, POP3, Mobile Devices)
• Permissions (Tenant \ Security & Compliance \ Exchange \ Exchange Online)
• Trouble shooting and debugging basic to advanced CRM issues
• Configuration and deployment of Dynamics 365
• CRM/Dynamics 365 connectors i.e MYOB, Xero, PowerMailchimp, Click Dimension, and Concep.
• Willing to work on a Morning to Mid shift schedule

Job Type: Full-timeSchedule:

• 8 hour shift
• Day shift

Supplemental Pay:

• 13th month salary
• Overtime pay
• Performance bonus

Experience:

• Technical Support: 2 years (Required)