Oversee technical support engineers for Microsoft 365, provide coaching, manage inquiries, track performance metrics, and ensure customer issues are resolved professionally.
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)
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
Top Skills
Exchange Online
Microsoft 365
Microsoft Teams
Office 365
Sharepoint
Similar Jobs
Cloud • Information Technology • Security • Software
The Global Enablement Program Manager will design and deliver training programs to enhance the performance of Account Managers and Customer Success Managers. Responsibilities include coaching, developing enablement content, and analyzing performance metrics to drive customer adoption and retention.
Top Skills:
CatalystGongGoogle WorkspaceSalesforceTableau
Artificial Intelligence • Cloud • Security • Software
As a Sales Solutions Engineer, you'll support customers in evaluating Sonar's products, deliver technical presentations, troubleshoot issues, and ensure successful product adoption.
Top Skills:
AWSAzureDockerKubernetesLinuxWindows
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Lead delivery engineer responsible for managing stakeholders, implementing technology solutions, adopting Agile practices, and overseeing the software lifecycle in Internal Audit projects.
Top Skills:
AzureAzure DevopsCa SiteminderJavaJfrogMs EntraPingonePythonReactSQL
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
