Cloud Customer Support Specialist - Night Shift (WA)

ASM Research, An Accenture Federal Services Company

Redmond, WA

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JOB DETAILS

SALARY

$65.71–$71.15 Per Hour

SKILLS

Administrative Skills, Amazon Web Services (AWS), Analysis Skills, Automation, Case Management, Cloud Computing, Communication Skills, CompTIA Linux+, Compensation and Benefits, Computer Science, Computer Workstations, Continuous Improvement, Contract Requirements, Customer Relations, Customer Service Management, Customer Support/Service, Debugging Skills, Documentation, Email Technology, Employee Benefits, Government, Identify Issues, Incident Management, Interpersonal Skills, Knowledge Management, Lift/Move 50 Pounds, Metrics, Microsoft Certifications, Microsoft Office, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Multitasking, Needs Assessment, Operational Support, Operations, Organizational Skills, Performance Metrics, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Root Cause Analysis, Securities and Exchange Commission (SEC), Security Clearance, Sensitive Compartmented Information (SCI), Service Level Agreement (SLA), Support Documentation, System Validation, Systems Administration/Management, Systems Maintenance, Technical Analysis, Technical Support, Technical Writing, Testing, Top Secret Clearance, Trend Analysis, Validation Testing, Willing to Travel, Writing Skills

LOCATION

Redmond, WA

POSTED

13 days ago

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 Ranges** Compensation 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. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The 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. $65.71/hr - $71.153/hr ($136K - $148K) EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

About the Company

ASM Research, An Accenture Federal Services Company

INDUSTRY

Other/Not Classified

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