Support Specialist

CoreView is the Global Leader in Effortless M365 Security, Governance, and Administration. Offering an end-to-end solution that stretches across the whole M365 ecosystem; from your tenant level configurations, right up to your most critical workloads.

Created by M365 experts, for M365 experts, CoreView makes best practice for M365 effortless by simplifying, unifying, and enhancing the M365 admin experience. CoreView empowers 1500 M365 organizations to turn the tide on endless tasks, deliver best practice security, and drive ROI.

Job Summary

As a pivotal member of our team, the Support Specialist plays a crucial role in delivering exceptional customer assistance within a dynamic and technically oriented environment. Collaborating closely with our global Customer Experience team, comprised of top-tier developers and customer care experts, you will champion customer satisfaction by swiftly resolving issues. Fostering teamwork, support, and collaboration are at the core of this role.

• Proficient in English (written and verbal)
• Strong problem-solving abilities, differentiating development issues from actual support issues effectively.
• Experience utilizing traditional service management tools, such as FreshDesk, ZenDesk, etc.
• Ability to understand and explain technical information to non-technical individuals.
• Proficiency in creating internal and customer-facing documentation.
• Experience with Microsoft 365, across cloud-only and hybrid infrastructures.
• Proficient in M365.
• Knowledge of Active Directory, Azure Active Directory, and the synchronization processes made by Microsoft Ad Connect
• Experience with the management tasks of both Microsoft Exchange on-premises and hybrid environments
• Knowledge of PowerShell scripting for automation and management tasks is a plus
• Project management is a plus.
• Engage customers across a variety of communication methods, including traditional email, Live Chat, Microsoft Teams, and so on, to resolve issues and keep customers informed.
• Provide Level 1 support to customers by reviewing customers’ problems and questions; and working toward a timely and satisfactory resolution of a customer’s concerns.
• Identification and escalation of priority issues, building of processes to identify and avoid repeat mistakes / issues.
• Provide assistance in testing resolved issues prior to release.
• Keep clients updated on their requests and issues status.
• Develop product knowledge resources (documentation), such as “How To” guides; Troubleshooting Tips; User Manual updates and so forth, as needed.
• Provide assistance to new customer on-boarding, training and pro-active client management.
• Occasionally build-out training materials and train customer support team to assure the quality of service throughout the team.
• Implementation of the organization's information security policy and requirements including but not limited to implementation of vulnerability management, incident response procedures, business continuity safeguards, access controls and the secure configuration of systems.