[Hiring] Technical Lead - Microsoft 365 @Gigmo Solutions

Role Description

• Responsible for overseeing the daily operations of technical support engineers providing Microsoft 0365 support to business customers of a large global software house.
• Participate as an active member of the team.
• Act as a mentor and provide oversight, coaching, and training to technical support engineers.
• Be the point of contact for technical escalations.
• Record and track team SLAs and workflows, providing support where needed for both internal and external customers.
• Manage and report on all incoming technical support inquiries.
• Assist in the creation of team KPIs and monitor and report on results.
• Be actively involved with operational delivery, keeping a close track of NSAT Scores and team member productivity.
• Monitor team performance and report on metrics.
• Ensure all customer inquiries and issues are resolved correctly and promptly.
• Review all technical support related processes and documentation for continuous improvement.
• Provide timely feedback to team members and resolve issues.
• Create an open communication culture and an inspiring team environment.
• Lead by example in professionalism, communication, and technical expertise.

Qualifications

• Proven people management and leadership skills.
• Excellent communicator, both oral and written.
• Strong analytical skills to investigate and resolve customer support tickets.
• Able to multi-task efficiently under time pressure.
• Graduate with a minimum of 4-6 years of experience in the Technical Support process.
• Must have a minimum of 1 year of experience as a Technical Leader with Microsoft vendor.
• Should have good knowledge in Microsoft Office 365.
• Detailed knowledge of products of Office 365 (Exchange Online, SharePoint, Microsoft Teams).

Requirements

• Prior experience of managing an Enterprise Team will be preferred.
• Work Location/Shift Timings: Permanent work from home, required to work in US Shift Timings.
• CTC: As per Industry Standards.

Company Description

• Company Website: www.gigmos.com