Managed Solution

Customer Support

• Help drive strategic and profitable revenue for Managed Solution's cloud practices
• Assist the sales department with customer requests
• Provide exceptional customer service to Managed Solution clients/prospects
• Develop a strong knowledge of Managed Solution's cloud offerings
• Handle annual client renewals of Microsoft 365 subscriptions
• Provide superior, first-line customer support related to Office 365 inquiries
• Onboard new CSP customers
• Run customer reports for monthly invoicing processes
• Conduct regular data audits across customer accounts
• Identify inefficiencies in current workflows and proactively recommend process improvements
• Build and maintain current knowledge of Microsoft licensing types, terms and conditions
• Support cross-functional teams to resolve customer issues

Cloud Licensing Support Specialist

• Answer incoming help desk inquiries via phone and email, providing a positive first impression
• Use entry-level technical skills and company processes/SLAs to prioritize urgency of inquiries
• Create tickets for each interaction via Connectwise and assign to appropriate team members
• Monitor ticket boards, manage assignments, communicate with parties, and follow up to ensure timely ticket resolution
• Primary priority: answer incoming calls to generate tickets; after training, resolve Level 1 tickets and escalate per guidelines
• Communicate technical information clearly over the phone, in person, and in writing to English-speaking clients
• Document client communication and resolution efforts via internal ticketing system
• Maintain professionalism, confidentiality, and integrity while accessing client data/systems supporting mission-critical environments
• Maintain compliance with all company policies and procedures
• Work in a 24/7/365 helpdesk environment from headquarters or remote home office within assigned state; presence at headquarters, client locations, or events may be required occasionally

Cloud Licensing Support Specialist

Customer Support Representative, Level 2