Microsoft Exchange Unified Messaging (M365

Provide "white-glove" support to Microsoft customers but not limited Partners, SMB and consumers, with FQR (First Quality Resolution) goal in mind.- Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Teams, Yammer etc.- Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.- Report to QM, Cluster Lead &/or Geo Leads, any management or technical opportunities- Build relationship to create, reinforce, motivate, and guide customers and partners- Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries- Leverage collaboration support tools and processes to expedite resolution of customer issues- Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.- As a knowledge champion, s/he is the focal point for communications, coordination and overall adherence to the Microsoft Office 365 knowledge management program**Experience and Technical Skills**- At least 2-5 years of professional IT experience or 2-3 years professional customer service/technical support work experience in BPO or related industry- With M365 skills and experience- Solid MS Exchange Skills- Solid SharePoint Skills- Solid MS Teams Skills- Communication skill should be at least B2 or higher- Amenable to a flexible work schedule, as the need arises**Educational Background**- Bachelor's Degree in Information Technology, Computer Science or other relevant fields**Certification (Good to have)**- Any Office365, MS Windows Server, Azure or Exchange- Solid foundational knowledge on Windows, Mac OS and other Office Apps- ITIL V3