Cloud Support Engineer

Job Summary

We are looking for a proactive and customer-oriented Tier 1/2 Cloud Support Specialist to provide technical assistance and support for cloud-based services, including Microsoft Office 365 and Google Workspace. The role involves handling voice and chat support for US-based customers, diagnosing issues, and escalating complex problems to higher tiers when necessary.

Responsibilities

• Respond to customer inquiries via voice and chat channels, ensuring prompt and professional support.
• Provide first and second-level troubleshooting for Microsoft Office 365 and Google Workspace issues.
• Assist with user account management, email configuration, access permissions, and basic network troubleshooting.
• Escalate unresolved issues to Tier 3 or specialized teams with detailed documentation.
• Maintain accurate records of customer interactions and technical resolutions.
• Educate users on best practices and preventive measures for common issues.
• Collaborate with internal teams to improve support processes and customer satisfaction.

Requirements

• Experience in a technical support role, preferably in cloud or SaaS environments.
• Hands-on experience with Microsoft Office 365 and Google Workspace administration.
• Strong communication skills, especially in explaining technical concepts to non-technical users.
• Experience in voice and chat support, preferably for US-based customers.
• Familiarity with Windows Server, Active Directory, and DNS.
• Microsoft Partner competency certifications (e.g., MCSE: Productivity).
• Additional certifications such as G Suite Administrator, Microsoft Azure, or equivalent.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.