Cloud Technical Specialist

Tucson, Arizona. Full Time.

Overview

Mural is your one-stop cloud solution support provider, the industry leader in strategy, technical services and ongoing support for Microsoft's full suite of SaaS collaboration applications, including SharePoint, and Office 365. Our company works closely with global carriers, telecommunications companies, service providers, hosting providers and Microsoft, with the goal of educating, on-boarding and supporting business customers.

If you love helping customers solve problems, advising on future solutions, have a solid technical foundation, and, above all else, delivering a memorable experience for customers you serve, then you should join the Mural Consulting team as a Cloud Technical Specialist (CTS).

Primary Responsibilities

Impact the lives of our small business customers and empower their success by:

• Delivering a memorable experience that exceeds customers’ expectations while building a genuine relationship.

• Managing multiple projects and maintaining a frequent and consistent interaction with all customers.

• Evaluating customer needs, determining and implementing a roadmap for success, and performing maintenance, upgrades, and delivering training.

• Managing multiple customers, including “break-fix” support and facilitating escalations to ensure customers move quickly to resolution.

• Guiding customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks.

• Owning customers issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolution.

Talents Needed for Cloud Technical Specialist

Here are the talents desired as a Cloud Technical Specialist at Mural Consulting:

• Demonstrated passion for delivering deep customer empathy and continuously engaging with Small Business customers in a professional manner.

• Continuous improvement mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day.

• Ability to make sound decisions, using good judgment in varying scenarios with varying degrees of conflict specific to customer interactions, operational results, and troubleshooting to achieve a unified outcome with integrity.

• Demonstrated ability to manage and prioritize multiple projects and tasks while employing time management and organizational skills.

• Critical thinking that supports your ability to accurately assess interactions, solve problems, and collaborate within our Quality framework and aligned to our Values.

• An appetite to be in an environment where you will constantly learn, be challenged, and get energized by change.

• Solid track record of achieving and exceeding performance and behavioral expectations.

• Demonstrated ability to manage and prioritize multiple projects and tasks while employing time management and organizational skills.

Requirements

Here are the requirements we are looking for that ensures our Cloud Technical Specialist will be successful:

• High School or Technical Diploma/Certificate required, Technical Bachelor’s Degree preferred

• 1-3 years’ experience delivering an incredible customer experience in a contact center environment

• 1-3 years of experience working with Azure Active Directory and on-premises Active Directory

• 1-3 years of working with on-premises exchange servers

• High degree of technical acuity and experience with a focus on supporting Microsoft/Office 365 products

• Is the utmost Role Model for all Mural values, policies, practices, and procedures.

Discover what it’s like to be part of a team that has fun, continuously collaborates, constantly trying new things, and loves helping Small Business Customers

Benefits

In addition to working alongside a team of dedicated individuals and cloud consulting experts, Mural offers competitive pay, casual dress, multiple comprehensive medical, dental, and vision plans, 401(k) plan, company paid basic life insurance and long-term disability plan, corporate discounts on goods, services and travel, and company sponsored lunch Fridays.

Additional Information

This position is located in Tucson, AZ. This is a full-time, non-exempt, benefits eligible position.

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