• Remote Assistance• Handling escalation calls and ticket resolution per SLA.• diagnosing and troubleshooting technical issues.• Taking ownership of customers’ support issues and providing the best resolutions.• Collecting logs to identify issues.• Handling escalation calls and ticket resolution per SLA.• diagnosing and troubleshooting technical issues.• Taking ownership of customers’ support issues and providing the best resolutions.

• Provide software support for Microsoft Office 365 products to various customers worldwide.• Escalate and collaborate with backend engineers on urgent cases involving temporary service incident that might be a threat to clients’ business.• Actively troubleshoot, research and resolve software related issues of Office 365 products (Teams).• Engage with clients, pending resolution time, through frequent communication via emails and calls. • Recreating clients' issues in a virtual environment and properly work on a long term, safe resolution while documenting the resolution process in detail for the client.• Showing empathy towards clients’ issues and being proactive in delivering resolution.• Frequently discuss with technical leads on more advanced issues that might need possible escalation. • Constantly research possible solution to dynamic software problems and documenting findings. • Engage with clients through remote sessions to collaborate in real time for faster resolution and proper demonstration of experienced issues.• Closely work with supervising managers for special cases involving irate clients reassuring them of our dedication towards issue resolution.• Request clients’ feedback after every issue resolution ensuring clients satisfaction and also requesting clients’ approval for ticket closure.• Properly identifying clients’ software issues as some issues should be channeled other specialized departments for proper.• Collaborating with a team in knowledge exchange, promoting cooperation and a healthy work relationship

• Ensure all Staff systems are properly secured and company’s information is secure. • Revamp Company website with a modern and more immersive design • Provide Support for Microsoft Office tools • Ensure Office Hardware equipment are operational at all times. • Properly set up office equipment for trainings and meetings to ensure seamless operation. • Provide Technical support to company clients during intensive training sessions.