Support Guru | 10-7 pm CST

## About the Role As a Support Guru at CIO Landing, you will be the primary point of contact for customers seeking technical assistance and support. Your day-to-day responsibilities will include responding to customer inquiries, resolving technical issues, and providing timely and effective solutions. You will be part of a dynamic team that values collaboration, innovation, and customer satisfaction.

The role of a Support Guru is crucial in ensuring that customers receive the best possible service, which in turn drives business growth and loyalty. At CIO Landing, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

In this role, you will report to the Professional Services team and will be expected to work closely with other departments to ensure seamless communication and issue resolution.

## What You Will Do - Respond to customer requests and resolve technical issues in a timely and professional manner - Communicate effectively with customers, keeping them informed of incident or service request progress - Escalate service requests that cannot be scheduled within agreed service levels - Enter time as it occurs and maintain detailed service tickets for each service request - Create and maintain Standard Operating Procedures (SOPs) and documentation - Report to Professional Services with recommendations to reduce the amount of ticket IT support relating to technical issues - Support Microsoft core business applications and operating systems, including Windows Server, Exchange, and SharePoint - Provide support for cloud solutions, including Microsoft 365, Azure, and other software as a service applications - Support remote access solutions, including VPN, RDP, and Windows 365 - Collaborate with the team to achieve customer satisfaction and business goals

## What We Are Looking For - Excellent customer service skills and experience in a similar role - Strong technical skills, including proficiency in Microsoft Office and IT support - Ability to work independently and as part of a team - Strong communication and problem-solving skills - Experience with IT service management tools and software - Ability to work in a fast-paced environment and prioritize tasks effectively - Strong analytical and troubleshooting skills - Experience with cloud-based solutions and remote access technologies

## Nice to Have - Experience with ITIL or other service management frameworks - Certification in IT support or a related field - Experience with project management tools and software - Knowledge of cybersecurity principles and best practices

## Benefits and Perks - Competitive salary in USD - 100% remote work arrangement, allowing you to work from anywhere in the world - Birthday leave and comprehensive paid leave, including holidays, vacation, and personal days - Internet and wellbeing monthly bonus to support your connectivity and wellness - Top-tier technical equipment, including a complete work setup and the opportunity to keep your old laptop when it’s time for an upgrade - Flexible rewards program, allowing you to earn points and redeem them for vouchers, experiences, and more - Buddy program, providing a peer mentor to guide you from day one - Referral tech program, offering rewards for recommending great talent - 24/7 virtual medical assistance, providing health support whenever you need it - Shadow a leader program, allowing you to spend a full week learning from a top executive - English classes, providing company-sponsored lessons to improve your language skills

- To stand out in this role, highlight your excellent communication and problem-solving skills, as well as your experience in providing technical support and customer service.

• Make sure to review the company’s values and mission, and be prepared to provide examples of how you have demonstrated these in your previous roles.
• Familiarize yourself with IT service management tools and software, and be prepared to discuss your experience with these technologies.
• Be prepared to provide examples of times when you have gone above and beyond to provide exceptional customer service.
• Don’t be afraid to ask questions during the interview process, and be prepared to discuss your salary expectations and any other benefits you may be looking for.
• Be aware of the company’s remote work arrangement and be prepared to discuss how you will stay motivated and productive while working from home.