Job has been saved to your Account Portal!
Jobs
Support Specialist
Job Description
Client Support & Issue ResolutionServe as the first line of support for all mySMB.com clients, addressing technical, account, and product-related inquiries Troubleshoot and resolve issues related to Microsoft 365 (Exchange, SharePoint, Teams, OneDrive), Copilot, and other AI-integrated tools Escalate complex issues to higher-level engineers or vendors while maintaining client communication and ownership of the ticket lifecycle Provide remote assistance via Teams, email, or screen-sharing sessions to diagnose and resolve problems efficiently Product Support (mySMB.com Ecosystem)Maintain a deep understanding of mySMB.com’s proprietary applications and integrations Document known issues, fixes, and common questions in the internal knowledge base Collaborate with the appropriate teams to replicate, verify, and track bugs Assist in testing new features before release to ensure customer readiness Technical Enablement & Continuous LearningStay up-to-date with the latest developments in Microsoft 365, Copilot AI, and related business productivity platforms Participate in ongoing internal training sessions and Microsoft certification programs Support process automation and AI adoption within the support organization using Microsoft Power Platform and Copilot
Qualification
EssentialBachelor’s Degree in Information Technology, Computer Science, or equivalent experience 5-10 years of experience in technical support or customer support roles Strong knowledge of Microsoft 365 Admin Center and user management Familiarity with Teams, SharePoint, OneDrive, and Exchange Online Basic understanding of Azure AD / Entra ID Familiarity with AI tools and Copilot for Microsoft 365 Excellent communication, documentation, and problem-solving skills PreferredMicrosoft Certified: Modern Desktop Administrator Associate / M365 Fundamentals Experience supporting SMBs or SaaS-based environments Basic scripting knowledge (PowerShell, Power Automate) a plus Performance MetricsFirst Response Time (FRT) & Resolution Time (RT) Customer Satisfaction (CSAT/NPS) Ticket closure accuracy and documentation completeness Adoption and usage of AI/Copilot features by supported clients Contribution to internal knowledge base Core CompetenciesCustomer empathy and active listening Analytical and diagnostic thinking Technical documentation and communication Collaboration across cross-functional teams Continuous improvement mindset
About The AI Solutions Company
An Australia-based AI solutions company that provides intelligent, data-driven technologies to small and medium-sized businesses. It helps streamline operations, improve decision-making, and drive growth through customized automation and machine learning solutions tailored to each business's unique needs.
Support Specialist
Salary
40,000-80,000/month
Position Level
Staff
Job Level
Experienced Hire
Job Type
Hiring Until
01/15/2026