Joseph Nabil

Microsoft Office 365 - Technical Support Associate IIFull Time

• Job Details:• 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 that are technical in nature; including hardware, software, networking, or other designated client products • 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 • Log all incoming calls and accurately complete case notes in the call tracking database

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