System Engineer
About Candidate
Introduction:
With over 8 years of experience in customer support, the candidate has developed expertise in resolving escalations, managing configurations, and ensuring high levels of customer satisfaction. They have worked across multiple platforms including Microsoft Office 365 technologies such as Exchange Online, MS Teams, OneDrive, and SharePoint. In their role as a support engineer, they have managed complex customer issues, provided technical assistance, and coordinated with various teams for issue resolution. The candidate has also handled VIP and enterprise customer cases, gaining valuable experience in troubleshooting and offering optimal resolutions. They are passionate about learning new technologies and continuously enhancing their customer service skills.
Responsibilities:
- Handled escalations and provided level 3 support for Office 365 technologies.
- Managed user administration in Azure Active Directory and Office apps.
- Provided troubleshooting assistance for Exchange Online, MS Teams, SharePoint, and OneDrive.
- Resolved customer issues through detailed investigation and follow-up.
- Supported VIP customers and enterprise companies with technical assistance and case management.
- Assisted in the configuration and troubleshooting of email systems such as Outlook.
- Coordinated with internal teams and external stakeholders for seamless issue resolution.
- Conducted root cause analysis for recurring technical issues.
- Delivered concierge-level support to customers in various Microsoft technologies.
- Maintained high customer satisfaction by ensuring timely and effective resolution of issues.