Cloud Customer Support Specialist (MD - Swing)

Job description

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 mai...