Hiring_O365 Technical Support Executive

1 week ago

Hyderabad Pune, India Ethos HR Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Provide real-time chat support to users for Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint, etc.).
  • Troubleshoot technical issues related to login problems, account access, software installation, synchronization, and connectivity.
  • Guide users through step-by-step solutions and educate them on product features and usage.
  • Escalate unresolved or complex issues to higher-level support or relevant departments.
  • Maintain detailed and accurate case logs and documentation in the ticketing system (e.g., ServiceNow, Zendesk).
  • Meet or exceed KPIs such as response time, resolution time, customer satisfaction, and chat quality.
  • Stay updated with the latest Office 365 updates, features, and best practices.
  • Follow standard procedures for proper escalation of unresolved issues.
  • Collaborate with internal teams to improve support processes and documentation.

Required Skills and Qualifications:

  • 1 years of experience in technical support or helpdesk roles, preferably in an Office 365 environment.
  • Strong knowledge of Microsoft Office 365 apps and services.
  • Experience in remote troubleshooting and support over chat platforms.
  • Excellent written communication skills and typing speed.
  • Ability to handle multiple chat sessions simultaneously.
  • Basic understanding of ITIL framework and ticketing tools (ServiceNow, Jira, Freshdesk, etc.).
  • Strong problem-solving and analytical skills.
  • Ability to work in shifts, including weekends or nights (if required).

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