Lead and mentor a team of Microsoft 365 technical support engineers, manage daily operations, handle escalations, track SLAs/KPIs/NSAT, ensure timely resolution, improve support processes and documentation, and report team performance.
Responsibilities
- Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team.
- Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations.
- Record and track team SLAs and workflows and provide support where needed for both internal and external customers.
- Manage and report on all incoming technical support inquiries.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members.
- Monitor team performance and report on metrics.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Review all technical support related processes and documentation for continuous improvement.
- Providing 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.
Knowledge, Skills and Experience
- 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 minimum 4-6 years of Experience in Technical Support process.
- Must have minimum 1 year of experience as a Technical Leader with Microsoft vendor.
- Should have good knowledge in Microsoft office 365
- Detailed Knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams)
Requirements
Prior experience of managing Enterprise Team will be preferred
Work Location/Shift Timings-Permanent work from home and you will be required to work in US Shift Timings
CTC- As per Industry Standards
Company Website-www.gigmos.com
Similar Jobs
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
Lead global ocean freight sourcing and category management: develop sourcing strategies, run tenders and negotiations, manage carrier relationships, analyze data for cost and performance improvements, mitigate supply chain risks, ensure compliance, and drive operational excellence across global stakeholders.
Top Skills:
CsoE-Sourcing PlatformsExcel
Cloud • Information Technology • Security • Software • Cybersecurity
Own technical relationships across the customer lifecycle: lead discovery, design bespoke architectures, run demos and PoCs across security, networking and developer platforms, drive adoption and expansion with quota responsibility, run technical QBRs, and leverage AI-augmented workflows to automate tasks and focus on strategic advisory.
Top Skills:
Ai AgentsApi ConnectorsCloud InfrastructureCloudflare Ai GatewayCloudflare WorkersDdos MitigationDnsJavaScriptLlm OrchestrationPrompt EngineeringPythonRetrieval-Augmented Generation (Rag)Routing (Bgp)Telemetry Monitoring
.jpeg)
Artificial Intelligence • Hardware • Information Technology • Machine Learning
Support new DRAM/NAND products by coordinating test readiness, analyzing probe and electrical test data, performing root-cause analysis, recommending lot dispositions, defining characterization limits, and driving corrective actions across fab, design, and assembly processes.
Top Skills:
JmpPerlPython
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
