Support Ticket Technician

Support Ticket Technician

As a Microsoft Ticket Technician, your focus will be to represent True.org in communications via phone, email, and web to assist clients and partners in deploying, operating, and troubleshooting Microsoft technologies such as Windows server and desktop, Office 365, Azure, SharePoint, Exchange, SQL, Skype, System Center and Dynamics. You will have the opportunity to foster positive client relationships while effectively managing challenging situations and driving client success. ​ 

Location: Work from home

Responsibilities:

• Serve as an advocate and case manager for client’s tickets after escalation. 
• Obtain high client and partner ticket satisfaction. 
• Drive client success and adoption of Microsoft technologies. 
• Reduce time and cost by driving ticket resolution.
• Provide high quality data on issue resolution to help drive service improvement and internal knowledge base development. 
• Provide effective service delivery by analyzing trends and common themes across clients. 
• Gather and document client impressions of products and services and provide this feedback to internal resources. 
• Allocate and align resources to optimize the client experience.
• Develop and communicate realistic performance goals and standards. 
• Build plans that consider potential obstacles and immediate and long-term consequences. 
• Seek opportunities to drive business results through collaboration with team. 
• Articulate business value and grow client/partner relationships.
• Provide and drive actionable feedback across groups about the client/partner experience and competitor threats. 
• Modify existing or create new intellectual property.
• Contribute to client change management and initiative adoption. 
• Contribute and participate in meetings to articulate, explain, and share technical details with all assigned resources, both client and internal.
• Cultivate relationships, credibility, and loyalty with clients and partners intentionally by sharing relevant business expertise. 
• Other duties as assigned.

Basic Qualifications: 

• 2+ years of experience in Microsoft technologies.
• 1+ years of experience in Windows Server.
• Exposure to Active Directory/Azure AD and DNS.
• Experience in technical writing.
• Proven ability to work virtually.
• Analytical and problem-solving mindset.
• Passionate about technology and “how things work”
• Goal oriented and focused on personal growth
• Comfortable communicating with audiences varying in size.

Preferred Qualifications:

• Relevant fundamental level certifications in Microsoft technologies.

Education/Training: 

• College level coursework in Computer Science, Management Information Systems, Business, or related field or equivalent work experience.