Cloud Support

3 days ago

Gurugram Haryana, India CloudAge Global Services Full time

**Job ID- 1030**:
**Skills**:

- Assist external/internal users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic to complex customer issues related to the client product (EXO, SharePoint, Teams and Azure).
- Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Serve as a resource to other support personnel
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Graduate : One year of relevant experience preferred
- Achieve and maintain recognized and applicable technical certification(s)
- Courteous with strong customer service orientation
- Ability to effectively communicate, both written and verbally
- Ability to learn including strong problem solving skills
- Dependable with proficient attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Ability to work as a team member, as well as independently with mínimal supervision
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Able to rotate shifts, as needed
- Advanced knowledge of EXO, SharePoint, Teams and Azure is required. For example:

EXO - Retention Management, Mailflow, Purge etc.
- Teams - Meetings, calls, interface etc.
- SharePoint Online - Access, Sharing etc.
- Azure - Role assignments, Quota change etc.

**Location**: Gurgaon
- **Experience**:1+ Years

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