Transnational Diversified Group
Responsibilities and Duties Serve as the first point of contact for customers across email, Live Chat, Teams, and other channels to triage and resolve issues. Deliver Level 1 support by reviewing customer queries, following defined procedures, and working diligently toward timely and satisfactory resolution. Accurately log, categorize, and prioritize tickets according to established guidelines. Identify issues that require deeper technical investigation and escalate them to Level 2 or Development following documented escalation paths. Maintain clear and ongoing communication with clients regarding their requests and ticket status. Assist in testing resolved issues before release. Contribute to product knowledge resources/documentation such as FAQs, “How To” guides, and troubleshooting tips. Adhere to the organization's information security policy and requirements, including incident reporting, access controls, and secure handling of customer information. Qualifications and Skills Proficient in English (written and verbal) At least 2 years of experience in Microsoft 365 environments (preferably Admin) Microsoft certifications are a plus (e.g., Microsoft 365 Certified: Fundamentals, Azure Fundamentals, Microsoft Security, Compliance, and Identity Fundamentals) Strong customer-service mindset and communication skills, with the ability to explain technical information in a clear, non-technical way. Demonstrated problem-solving abilities and willingness to learn how to differentiate development issues from support issues. Experience using service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar). Basic to intermediate proficiency in Microsoft 365 (e.g., Exchange Online, Teams, SharePoint, Entra ID/Azure AD) and willingness to deepen this knowledge. Ability to follow documented procedures and contribute feedback to improve them. Proficiency in creating simple internal and customer-facing documentation is a plus. Basic knowledge of Active Directory/Azure Active Directory and hybrid environments is a plus.
Transnational Diversified Group
