Technical Support Specialist | Cebu  

Be Without Limits. Celebrate Women’s Month with Accenture.

• Provide “white-glove” support to Microsoft customers but not limited SMB, partners and consumers, with FCR (First Call Resolution) goal in mind.
• Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Yammer etc.
• Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.
• Report to QM & Geo Leads, any management or technical opportunities
• Build relationship to create, reinforce, motivate, and guide customers and partners
• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
• Leverage collaboration support tools and processes to expedite resolution of customer issues
• Assume initial ownership for the coordination, investigation and documentation of customer and system incidents
• Interpret problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensure proper documentation for all problems, incidents and requests
• Follow up on incidents to ensure customer satisfaction
• Monitor issues until they are closed
• Demonstrate a good understanding of the customer’s business needs and applying them to the management of system events & incidents
• Develop and maintain an understanding of customer Service Level Agreements

• Graduate of Bachelor’s Degree, preferably Computer Science, Information Technology, Computer and Electronics Engineering or other related fields
• Must have at least 2-3 years IT experience in help desk and/or service desk role
• Advance Proficiency in Office365, MS Exchange and SharePoint. Certification in any of these skills is a plus
• Strong experience in Infra, excellent understanding of servers, Active Directory or AD, and the like
• Strong experience in implementation, configuration, and support experience with Windows/Office on desktop, Active Directory & DNS, Exchange, and SharePoint.
• Experience in Ticket Management and/or Service Desk related skills
• Excellent Customer and Partner Management experience
• Excellent communication skills
• Ability to work creatively and analytically in a problem-solving environment
• Amenable to shifting schedule