Technical Team Lead M365
CurrentIdentify and solve complex technical issues related to our Azure M365 products;Ensure that the performance levels of a group of technical advisors are maintained and exceeded;Act as the reference for your pod, guide case resolutions and assist with real-time coaching for call handling;Be the first escalation level for technical issues by proactively and reactively answering questions;Involve, consult, share and collaborate with your pod during technical issue resolutions;Approve and advise for high-level escalations if high resolution delays or more advanced researches are needed;Ensure high-quality customer service through troubleshooting technical issues and handle technical call-backs;Monitor technical case evolution and actively participate in their action plans;Review and stimulate technical case backlog through advanced diagnostic aids;Maintain skillset and knowledge through direct monthly case handling;Provide status feedback and insight on your pod’s concerns, behaviour, communication and case handling;Be occasionally involved in specific projects;Provide technical training to your pod when required;Stay up to date with best practices and technological changes within the industry;Carry out all other related tasks per the job’s evolution and departmental needs.
