About CoreView

CoreView is the #1 Microsoft 365 management platform for IT teams who are transforming the way they run their Microsoft 365 stack. CoreView delivers a unified approach to configuration management, delegated administration, and automated governance with capabilities far beyond native tools or point products. Organizations of all sizes choose CoreView to command their operations, optimize tasks, refine governance strategies, and empower their workforce.

CoreView empowers organizations to achieve more with Microsoft 365. We are proud to be a Microsoft AI Cloud Partner and available in the Azure Marketplace. We are committed to working exclusively with the global network of Microsoft resellers, solution integrators and managed service providers. CoreView | Because Microsoft 365 is at the core of your business. For more information, please visit www.coreview.com.

Job Summary

As a pivotal member of our team, the Support Specialist plays a crucial role in delivering exceptional customer assistance within a dynamic and technically oriented environment. Collaborating closely with our global Customer Experience team, comprised of top-tier developers and customer care experts, you will champion customer satisfaction by swiftly resolving issues. Fostering teamwork, support, and collaboration are at the core of this role. The ideal candidate will work from the Pacific Time Zone.

Responsibilities And Duties

• Engage proactively with customers across a variety of communication channels, including email, Live Chat, Teams, etc. to resolve issues and keep customers informed.
• Deliver Level 1 support by reviewing customer queries and issues and working diligently towards timely and satisfactory results.
• Identify and escalate priority issues, developing and implementing proactive processes to prevent recurring problems.
• Assist in testing resolved issues before release.
• Maintain ongoing communication with clients regarding their requests and issue statuses.
• Monitor and moderate our CoreView Community Forums, responding to customer queries as needed.
• Develop product knowledge resources/documentation, such as “How To” guides; Troubleshooting Tips; User Manual updates, and tailoring as needed.
• Assist with new customer onboarding, training, and proactive client management.
• Occasionally build-out training materials and train customer support team to ensure consistent service quality.
• Implementation of the organization's information security policy and requirements including but not limited to implementation of vulnerability management, incident response procedures, business continuity safeguards, access controls, and the secure configuration of systems.

Qualifications And Skills

• Proficient in English (written and verbal)
• Strong problem-solving abilities, differentiating development issues from actual support issues effectively.
• Experience utilizing traditional service management tools, such as FreshDesk, ZenDesk, etc.
• Ability to understand and explain technical information to non-technical individuals.
• Proficiency in creating internal and customer-facing documentation.
• Experience with Microsoft 365, across cloud-only and hybrid infrastructures.
• Proficient in M365.
• Knowledge of Active Directory, Azure Active Directory, and the synchronization processes made by Microsoft Ad Connect
• Experience with the management tasks of both Microsoft Exchange on-premises and hybrid environments
• Knowledge of PowerShell scripting for automation and management tasks is a plus
• Project management is a plus.

Additional Notes

All applicants will be required to take a pre-employment assessment for consideration.

CoreView is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against based on gender, race/ethnicity, protected veteran status, disability, or other protected group status.

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