Technical Support Engineer - Remote

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July 4

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CloudVantage

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Education • SaaS • Artificial Intelligence

CloudVantage is a company that focuses on providing virtual online training and learning solutions designed for the education sector. They offer a structured e-learning platform with resources such as audio, video, and comprehensive study materials to facilitate effective learning. The company aims to support schools and universities in managing student records, assessments, and course completions through their Learning Management System.

1 - 10 employees

Founded 2013

📚 Education

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. • This technician will provide support via phone, web, email, chat and other channels as required. • Take ownership of customer issues reported and see problems through to resolution. • Research, diagnose, troubleshoot and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Provide prompt and accurate feedback to customers. • Ensure proper recording and closure of all issues. • Prepare accurate and timely reports. • Document knowledge in the form of knowledge base tech notes and articles. • Follow the SLA for issues with respect to the severity.

🎯 Requirements

• Extensive Microsoft product knowledge • Extensive experience with M365 and associated technologies to include, AD, Email, Teams, SharePoint. • Extensive experience with Microsoft Client operating systems and lifecycle management of them. • Any experience with Microsoft Azure services. • Proven working experience in enterprise technical support, IT support or as a technical engineer • Deep knowledge in the product that the technician is supporting. • Strong problem-solving skills • Excellent client-facing skills • Excellent written and verbal communication skills