As a Microsoft 365 reseller, providing customer support is a big part of your role. You’re expected to handle Tier 1 support, which means addressing basic troubleshooting tasks like password resets and license assignments and helping clients navigate the Microsoft 365 dashboard.
Essentially, you’re the first point of contact for customers when they have issues, so you’ll need to have a solid understanding of common problems and quick solutions.
Now, if the problem is more technical or complex—like issues with backend configurations, software bugs, or service outages—you can escalate it to Microsoft for Tier 2 or Tier 3 support. Tier 2 usually involves advanced troubleshooting, while Tier 3 deals with specialized engineering-level issues. Microsoft has your back in those situations.