Support Specialist

Client Support & Issue Resolution

Serve as the first line of support for all mySMB.com clients, addressing technical, account, and product-related inquiries

Troubleshoot and resolve issues related to Microsoft 365 (Exchange, SharePoint, Teams, OneDrive), Copilot, and other AI-integrated tools

Escalate complex issues to higher-level engineers or vendors while maintaining client communication and ownership of the ticket lifecycle

Provide remote assistance via Teams, email, or screen-sharing sessions to diagnose and resolve problems efficiently

Product Support (mySMB.com Ecosystem)

Maintain a deep understanding of mySMB.com’s proprietary applications and integrations

Document known issues, fixes, and common questions in the internal knowledge base

Collaborate with the appropriate teams to replicate, verify, and track bugs

Assist in testing new features before release to ensure customer readiness

Technical Enablement & Continuous Learning

Stay up-to-date with the latest developments in Microsoft 365, Copilot AI, and related business productivity platforms

Participate in ongoing internal training sessions and Microsoft certification programs

Support process automation and AI adoption within the support organization using Microsoft Power Platform and Copilot

Qualification

Essential

Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience

5-10 years of experience in technical support or customer support roles

Strong knowledge of Microsoft 365 Admin Center and user management

Familiarity with Teams, SharePoint, OneDrive, and Exchange Online

Basic understanding of Azure AD / Entra ID

Familiarity with AI tools and Copilot for Microsoft 365

Excellent communication, documentation, and problem-solving skills

Preferred

Microsoft Certified : Modern Desktop Administrator Associate / M365 Fundamentals

Experience supporting SMBs or SaaS-based environments

Basic scripting knowledge (PowerShell, Power Automate) a plus

Performance Metrics

First Response Time (FRT) & Resolution Time (RT)

Customer Satisfaction (CSAT / NPS)

Ticket closure accuracy and documentation completeness

Adoption and usage of AI / Copilot features by supported clients

Contribution to internal knowledge base

Core Competencies

Customer empathy and active listening

Analytical and diagnostic thinking

Technical documentation and communication

Collaboration across cross-functional teams

Continuous improvement mindset