Job Opening at in April 2017
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at in April 2017
My name is David Babu and I am a Technical Recruiter at Cloudius, an IT consulting/ Staffing Organization.
Cloudious is currently seeking well- seasoned Lead Support Engineer – Office 365 with one of our Implementation partner based out at Redmond, WA
- Title: Lead Support Engineer – Office 365
- Location: Redmond, WA
- Duration: Long Term Contract
- Must have experience with EXO.
- Must handle on-site and off shore team
- Build technical skills of Support Engineers by providing technical and Engineer mentoring.
- Review Support Engineer open cases and provide technical guidance.
- Conduct case review meetings at least once a week
- Technical Talks- present at least one technical presentation once a month.
- New Hire Ramp Up: Oversee New-Hire training and ramp up
- Maintain a solid working relationship with MS Technical Advisors (TA’s)
- Partner with TM’s to maintain healthy backlogs and idle cases
- Documented Call Coaching on all Support Engineers for which a ST is responsible. With Team Manager’s direction, formulate action plans for Support Provider’s with poor Quality of Service surveys or poor technical skills.
- Business Process Education: Guide Support Engineer’s on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer, etc.
- Manager Feedback: Provide individual Support Engineer assessment to Team Manager on monthly basis.
- Responsible for making sure top five to ten (5-10) issues are identified and communicated to the appropriate sources.
- Ongoing Quality of Service results analysis and corrective action plan development at the SE and team level.
- Manage idle cases to target.
- Manage open aging cases to target.
- Consistent hands-on case wellness, recovery, and action planning with Senior Technicians, and Support Engineers.
- Provide consulting and collaboration with other groups as needed.
- Reduce number of repeat callers; measured by the calls handled to new case created by setting up follow up commitments and maintaining case ownership.
- Insure the use of appropriate Ascent case documentation and closure templates for all customer types.
Customer Service/Technical Skills
- 2+ years prior experience in technical troubleshooting (preferably at the Enterprise level)
- Demonstrates self-assurance in leading others in difficult and challenging assignments.
- Ability to adjust his/her behavior and communication style to accommodate working styles and perspectives of diverse individuals.
- Ability to facilitate development of effective solutions to difficult problems or situations through providing “expert" level guidance and recommendations.
- Ability to make timely, practical, and cost-effective decisions, and influence others to do so as well.
- Acting mentor and consultant to Frontline Engineers.
- Ability to accurately structure and interpret solutions to complex problems through basic information and draw informed conclusions.
- Ability to respond effectively under stressful situations while avoiding counterproductive behaviors when confronted with frustrating problems or situations.
- Ability to facilitate the development efforts of our technology teams through ongoing coaching and development both off line and in the moment keeping track of behavioral trends and providing feedback to team managers for accountability.
- Establish and enforce best practices and mentor team members ensuring compliance to existing processes and procedures.
- Implement architectural improvements submitted by Microsoft immediately to increase performance and calibration
- Identify and communicate any support needs with Microsoft through approved channels.
- Ability to effectively coach and reinforce team and individual goals, holding team members accountable for implementing coaching, and providing feedback to team supervisors for additional development.
- Actively participate in content submission and maintenance
- Ability to interact with Executive level customers both internally and externally in a professional, objective manner.
- Willingly participate in conference calls and meetings as needed to support high touch customers.
- Ability to be flexible to the needs of the customers and company by handling projects/tasks not specifically defined in the job description.
- Basic understanding of excel – this is needed for working with pivot tables to spin out numbers
- from case reviews (i.e. quality and re-open case reviews)
Thanks & Stay Blessed,
David Babu Guru
Job Type: Contract
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