Ticket Management:

• Receive, categorize, prioritize, and resolve customer tickets through our ticketing system.

• Monitor ticket queues regularly to ensure timely response and resolution.

• Assign tickets to appropriate teams or individuals based on their nature and complexity.

• Customer Assistance: Respond to customer inquiries promptly and professionally through vario, including phone, email, and chat. Assist customers in resolving technical issues, answering questions about product features, and providing guidance on best practices for product usage.

• Technical Troubleshooting:

• Diagnose and troubleshoot technical issues reported by customers, providing step-by-step guidance or solutions.

• Collaborate with internal technical teams to escalate and resolve complex technical problems.

• Document troubleshooting steps and solutions for future reference and knowledge sharing.

SharePoint Administration:

• Maintain and administer SharePoint sites, libraries, lists, and permissions.

• Configure and customize SharePoint features to meet organizational requirements.

• Provide user support and training on SharePoint functionalities and best practices.

• Monitor SharePoint usage and performance, implementing optimizations as needed.

• Collaborate with stakeholders to design and implement SharePoint-based solutions for document management and team collaboration.

• Configuration and Customization:

• Configure and customize SharePoint sites and O365 applications according to organizational needs, ensuring optimal functionality and user experience.

Training and Documentation:

• Develop training materials and conduct user training sessions to educate employees on best practices for utilizing SharePoint and O365 tools effectively. Create and maintain documentation for common issues and solutions to facilitate self-service troubleshooting for end-users.

Security and Compliance:

• Implement and enforce security measures and compliance standards within SharePoint and O365 environments to safeguard sensitive data and ensure regulatory compliance.

Continuous Improvement:

• Stay informed about emerging technologies and industry best practices related to SharePoint and O365. Proactively identify opportunities for process improvements and system enhancements to drive operational efficiency and user satisfaction.

• Proven experience in IT support, ticket management, and troubleshooting technical issues.

• Proficiency in SharePoint administration, including site configuration, permissions management, and customization.

• Strong analytical and problem-solving skills, with the ability to prioritize tasks effectively.

• Excellent communication skills, both verbal and written, with a customer-centric approach.

• Ability to work independently as well as collaboratively in a team environment.

• Certifications such as Microsoft Certified: SharePoint Administrator Associate or equivalent are a plus.

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 5 years of experience in customer service

Travel

Up to 10%, with the potential for occasional increased travel to meet customers’ needs.