We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.
Key Responsibilities- Customer Support & Case Management
- Utilize all incident management systems to document ticket resolution information from multiple data sources
- Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
- Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
- Update support cases to reflect accurate metrics
- Facilitate clear communication between stakeholders
- Technical Troubleshooting & Problem Resolution
- Conduct validation testing according to Troubleshooting Guides
- Manage and maintain workstation systems used for daily operations
- Troubleshoot client issues using documented approaches to identify and resolve common issues
- Knowledge Management & Continuous Improvement
- Identify opportunities for optimization and automation
- Support technical documentation and troubleshooting procedure updates
- Provide detailed status updates via email and ticketing systems
- Support root-cause analyses, ad-hoc metrics, and data discovery requests
Minimum Qualifications- BS in Computer Science or other technical discipline is preferred.
- 3+ years of experience in technical support or engineering roles supporting enterprise environments
- 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services
Clearance Requirement- Must maintain active TS/SCI w/FSP clearance throughout employment
Preferred Qualifications- Microsoft certifications (AZ-900, MS-900, or equivalent) - required to obtain one within 6 months of start
- Security certifications (SEC+ or equivalent) - required to obtain one within 6 months of start
- Experience with root-cause analysis and trend identification
- Experience with monitoring tools
- Able to quickly learn customer scenarios or new service scenarios
- Strong documentation skills and commitment to knowledge sharing
Job Specific Skills- Outstanding customer service skills with experience resolving issues in a high-pressure situation
- Strong technical troubleshooting and debugging expertise
- Experience conducting validation testing to ensure system integrity and performance
- Strong written and verbal communication skills with a strong sense of empathy towards customers
- Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
- Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
Other Job Specific Skills- Experience with system administration support tools such as Windows/Linux
- Experience supporting a cloud-based environment
- Strong interpersonal skills
- Strong oral and written communication skills
- Experience in supporting Cloud based environment and tools such as Azure/AWS
- Experience analyzing, troubleshooting, and providing solutions for technical issues
- Ability to problem solve and collaborate with team members
- Strong organizational and multi-tasking skills
- Strong in technical communications with both technical and non-technical peers
- Able to maintain professionalism under pressure
- Strong customer focus
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
