Cloud Customer Support Specialist (VA)
ASM Research, An Accenture Federal Services Company, Reston, VA, United States
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)
#J-18808-Ljbffr
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)
#J-18808-Ljbffr