Job Reference: SC/HQ51288
Job Duration: 10 months
Start date: ASAP
Description:
* Online Technical Support Specialist - MS Intune
*Paying up to £34 per hour PAYE (Salary equivalent up to £70,000pa)
* Temporary contract until June 2024 but would potentiallyextend
* Fully Remote role so can be based anywhere in the UK
Working for a global technology company we are looking for an Online Technical Support Specialist who has expertise in Microsoft Intune, Windows 365 and Microsoft Security products andhas the customer experience at the forefront of what they do.
This is a temporary contract role working fully remotely,you MUST live in the UK to be eligible for this role. The pay will be dependant on your level of expertise within Microsoft Intune, Windows 365 and other Microsoft Security products.
As the Online Technical Support Specialist you will help managechannel growth, manage customer queries on Microsoft Intune, Mobile Device Management (MDM) and other Microsoft products with acustomer-focused approach. This role will be responsible for social response, and reporting & insights for the Twitter and Intune Customer Success blogs. The ideal candidate has a passion for anticipating social reactions and can effectively collaborate with business partners and deliver exceptional experiences to the public.
Key responsibilities will include:
* Answer customer questions regarding Intune, MDM management on Twitter, through forums, and other social channels.
* Recognize risk and the public nature of social support and respond accordingly.
* Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.
* Guide customers to relevant documentation and existing known issues as needed.
*Direct customers to initiate cases as required or support the resolution of escalated cases in collaboration with support.
* Identify and analyse issues, patterns, and trends in customer requests, assisting engineers by surfacing these findings and providing details.
* Actively monitor customer pain points to proactively identify and implement effective solutions.
* Drive andreport back on social support metrics for Microsoft Intune.
* Ability to identify topics that need additional content and engage with the appropriate teams to develop content (KB articles, blog posts, etc.)
* Self-motivated - Keep up to date on Intune, Windows management, and associated products and services.
* Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
Professional/Personal Skill Requirements:
* Passion for customers.
* Excellent technical knowledge of Intune, Windows 365and security products.
* Proven track of record of working in support or supporting Microsoft products.
* Ability to comprehend complex technology topics and use strong communication skills to translate details into understandable, yet creative stories.
* Fluent English language skills (speaking, reading, and writing).
* Ability to learn new tools quickly.
* Data-first mindset - Ability to review data and translate into insights.
* Effectively multitask - Managing several threads on different issues in parallel.
* Exercise extremely high judgment, particularly in narrow timeframes.
* Passion to foster a culture of efficiency and high performance through initiatives with a willingness to try new things and learn from both failures and successes.
* Earn trust and effectively communicate with a range of internal stakeholders across all functions and levels.
Industry: IT
Salary: £25 - £34 per hour
Salary Benefits:
Vacancy Type: Contract
Job Skills: Microsoft Intune, Windows 365, Technical Support
Contact Name: Samantha Cole
Website: -
Direct Application URL: -