Messaging Management  

• Provides supports support to resolve Lync concerns following pre-defined support procedures and policies using support channels and tools provided by Microsoft with a primary focus on achieving customer satisfaction.
• Identify technical issues escalated and establishing root cause analysis if a claim is legitimate
• Rejects illegitimate Lync issue claims by performing and following troubleshooting steps to identify identifying root cause issue.
• Collects all information from sites and end user and address escalate issue report by the technical team as required by a pre-defined analysis process
• Can work extended time depending on project work and deliverables.
• Ensures proper documentation on project requirements and deliverables.
• Keeps customers engaged and satisfied
• Assumes ownership for Service operations, investigation and documentation of Lync infrastructure services.
• Develop and maintain an understanding between Lync services and Management requirement and customer Service Level Agreements
• Develop and maintain product knowledge, business and professional skills by developing training for Lync, improve customer experience via training.
• Develop and maintain knowledge of tools, standards and processes used by the project team
• Shares information required for the team to be successful
• Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yield productivity at the same level as client Service Level Agreements

Security Roles and Responsibilities

• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.
• Should not disclose any confidential Company, client, or third-party information to anyone outside the Company, except as authorized.
• Should not ever use a confidential client, third-party or Company information for personal gain or advantage.
• Under no circumstances discuss with clients matters that concern other clients or engagements without the express authorization of such other clients.
• Must immediately open and act upon security communications from Protecting Accenture.

• University graduate / Bachelor's Degree holder
• Minimum 1+ years' work experience required with at least 1-year experience in a similar role
• Fluency in English