Technical Support Specialist

The role of Office365 Technical Consultant .Must be experienced, having a strong technical problem solving skills in Operating systems or Servers, SharePoint & Exchange experience will be an added advantage. Additionally, experience working with a different environment as a global administrator will be preferred.

Excellent customer issue handling and communication skills are essentials to this position. Strong technical skills, complex problem solving skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents.

Job Responsibilities:

• Delivering a phone and email resolutions through troubleshooting, research, environment replication as well as actively supporting customer in all aspects through to problem resolution while keeping the customer informed throughout the life of the incident.
• Work with customers to understand the root cause of the issue, provide guidance and end to end support.
• Performed detailed log analysis and deep troubleshooting
• Utilizing strong analytical skills to dig deep into the problem and provide resolution
• Maintain accurate case logging and tracking into the tool database.
• Maintain high standard in quality of service while meeting Service Level Agreement and achieve a high score in customer satisfaction survey
• Maintain outstanding customer satisfaction score, with the professional communications and soft skills necessary to diffuse difficult customer situations and work to problem resolution.

Job Requirements:

• Ability to speak and write in Mandarin and English (B1)
• Strong problem scoping and analysis skill required
• Technical knowledge in SharePoint, Teams and Exchange will be an advantage
• Knowledge and experience in Domain site administration, Active Directory or Networking
• Passionate technical learner, and ability to self-study/learning will be considered
• Excellent interpersonal and communications skills. Excellent oral & written skills.
• Capable of multi-tasking
• Analytical, articulate, result oriented and provide excellent follow-up

Networking, Analytical, Interpersonal Skills, Research, Active Directory, Servers, Analytical Skills, English, Operating Systems, Exchange, Sharepoint, Troubleshooting, Mandarin, Log Analysis, Communication Skills