Description

Position Summary:

This position will join the Business Productivity practice, providing first level support to existing and new customers related to M365 support requests and inquiries. 

Roles and Responsibilities/ Essential Functions:

• Assist with first point of contact for new customer support tickets.
• Open and resolve project and escalated incident management tickets for Office 365 and Dynamics 365 applications.
• Open incident tickets with Microsoft, drive to customer resolution.
• Communicate clearly with team members and customers on ticket status, outstanding tasks, key deliverables, and prioritization of work.
• Follow team quality processes in support activities.
• Delight clients by delivering Microsoft-based solutions that simplify their business processes.
• Build lasting customer relationships based on exceptional customer service and support, best in class solution quality, and open and honest communication.
• Engage in relevant user groups to build skillsets as well as the HBS brand in the marketplace.
• Embrace new challenges in similar or parallel workstreams as needed. 

Competencies

• Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the clients' needs, understanding their concerns, and seeking to build trust. 
• Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant. 
• Self- Motivated: Self motivational skills look at the ability of the individual to reach a goal or perform a task with little supervision or direction. 
• Time Management: Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks. 
• Working Under Pressure: Working under pressure looks at the ability of the individual to maintain composure when exposed to stress. 

Required Experience:

• 1+ years' Customer Service experience
• 2+ years as a power user of Office 365 productivity tools and Windows 10 operating system

Preferred Experience:

• 1+ years' professional IT support desk experience
• 1+ years' experience with Microsoft ticket creation and escalation

Required Skills, Education and/ or Certifications:

• Pursuing a degree (Bachelors or Associates) in Business or IT related discipline. 
• Minimum 3.5 GPA

Preferred Skills, Education and/ or Certifications:

• Active certifications in Microsoft Modern Workplace 

Equal Opportunity Employer - Including Disabled and Veterans

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