The O365 Cloud Co-op will provide a world-class customer service experience to Office 365 customers. This role will work closely with the Senior O365 Cloud Engineer to provide thoughtful day-to-day technical support from initial contact through resolution. This will include talking the customers through troubleshooting and resolving all technical issues. In this role, the co-op will provide your insight and execution to drive the optimal customer experience by phone call, email, and remote assistance.
Essential Duties & Responsibilities
Provide technical support for O365 from initial contact through resolution.
Support Microsoft Office 365 collaboration services, including but not limited to SharePoint, Microsoft Teams, and Power Platform.
Accurately document all work performed through ticketing system, including details and outcomes.
Ensure accurate and timely resolution of all assigned issues; escalate product bugs or unresolvable cases if necessary; notice trends and report reoccurring problems.
Participate in team meetings.
Education, Requirements & Competencies
Working towards Bachelor's degree in Computer Science related major.
Experience with Microsoft Windows operating system environment.
Problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions.
Ability to use a methodical approach to troubleshooting.
Strong written/verbal communication and customer service skills to consistently maintain a high level of collaboration and interaction with clients and teammates.
Understanding of Office 365 Suite and environment.
Understanding of Active Directory, SharePoint Online, Microsoft Teams, Power Automate, Power Apps, and O365 administration or the ability to learn.
Willingness to learn and understand Office 365 capabilities, plans, service descriptions and features.
Knowledge with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.).
If you're a caring and customer focused individual who enjoys working with passionate team members, Coverys is the right company for you!
