Product Support Administrator

Overview

The Product Support Administrator plays a critical role in delivering high-quality technical support, maintaining operational processes, and ensuring customer satisfaction. This role requires expertise in Microsoft platforms, including Office 365 and SharePoint, strong troubleshooting capabilities, and the ability to develop and drive SOPs and process improvements. The successful candidate will collaborate across teams, support platform adoption, and contribute to operational excellence through effective documentation and governance.

Responsibilities

Key Responsibilities:

• Administer, support, and troubleshoot Microsoft platforms, including Microsoft 365 with a focus in SharePoint.

• Create, maintain, and continuously improve Standard Operating Procedures (SOPs), ensuring documentation remains current, accurate, and aligned with business processes.

• Collaborate with cross-functional teams to enhance SharePoint knowledge sharing and process consistency through effective documentation and governance while supporting organizational objectives.

• Serve as the primary point of contact for escalated SharePoint support issues, ensuring timely and effective resolution.

• Maintain a high standard of customer service by managing expectations, communicating clearly, and following up on open issues.

• Contribute to internal knowledge bases by documenting support cases thoroughly to reduce repeat issues and enhance self-service capabilities.

• Stay current on SharePoint updates, patches, and new features, and communicate relevant changes to support teams and end users.

• Work closely with internal departments and business partners to ensure a cohesive and customer-focused approach to product support.

Work Schedule:

The position follows a split‑shift work schedule from 9:00 AM to 1:00 PM IST and 6:30 PM to 10:30 PM IST- subject to change as per the business needs. Candidates must be available to report to the Mumbai office during the first two weeks of employment for onboarding, training, and knowledge transition activities. 

Qualifications

What will you bring?

• Bachelor's degree with 4 to 6 years of SharePoint/Microsoft 365 support experience.

• Strong documentation, process management, and SOP governance experience.

• Ability to lead process improvement initiatives and drive adoption of standardized support practices. 

• Knowledge in Microsoft security standards and compliance requirements.

• Hands-on experience supporting Microsoft 365 applications, specifically SharePoint, and other Microsoft related platforms.

• Excellent troubleshooting, communication, and stakeholder management skills.

• Should be able to work during late evening hours to coordinate with the international offices.

• Excellent English communication skills.

Additional Perks Offered:

• Compensation as per industry standards.
• A collaborative and supportive culture where you’re not just a number—you’re a critical and highly valued member of our team!
• Hybrid / remote work module.
• As part of a multidisciplinary team, you will experience exciting projects from start to finish and interface directly with some of the most forward-thinking clients in the world.
• A mindset of continuous learning where you are encouraged to ask questions, bring fresh ideas to the table, and pursue your professional development goals.
• A diversity of market sectors, project types, and geographic locations that help insulate your career from economic ups and downs.
• A formal career path and real opportunities for advancement.
• A holistic approach to compensation and benefits that supports your physical and mental health, encourages work-life balance, and empowers your career advancement and financial success.

SSOE– The Best of Both Worlds

At SSOE, our growth trajectory allows us to offer the opportunities normally associated with a large firm while embracing the collaborative and supportive culture often found in smaller firms. As a member of the SSOE team, you will work on exciting and diverse projects for Fortune 100 clients around the globe, supported by the best technology for the task at hand. You will experience our employee-centric culture that strives to offer a healthy balance, flexible working arrangements, direct access to leadership at all levels, and a mindset of continuous learning. Once you experience the SSOE difference, you’ll understand the why behind our metrics:

• 28% - of our employees have been with SSOE for 10 years or more.
• 15% - percentage of employees with tenure exceeding 15 years.
• 99% - our CEO’s approval rating on Glassdoor.
• 98% - portion of our clients who say they would recommend us to a colleague.