Job Description

Upwork is the world\'s largest marketplace and we support businesses connecting them with Independent talent from all across the globe. One of our clients an American multinational technology company, is in search of an M365 Technical Advisor. In this role, you would provide technical support and advice to our customers and help them get the most out of their Microsoft 365 subscriptions. You would receive technical support requests-tickets from customers who subscribed to a Microsoft 365 trial during the trial phase and you will utilize your troubleshooting knowledge and tools required to fix customer issues. Additionally, you will approach the customer to get insight on the purpose of subscribing to a trial, the customer personal or business needs in order to help customer start using all workloads and products acquired with the ultimate goal of bringing the customer to a perpetual subscription, to increase workload usage and to increase number of licenses consumed by the Small Business. You will focus on: Providing technical support to customers via phone, email, or chat, and resolving technical issues related to Microsoft 365 products and services. Identify and troubleshoot connectivity problems, application errors, and security concerns related to Microsoft 365. Educating customers on the use of Microsoft 365 products and services, and providing guidance on best practices for improving productivity and collaboration. Helping customers to evaluate the potential benefits of a permanent subscription by providing personalized recommendations based on their business needs and use cases. Advising customers on the different subscription plans and features available, and helping them to choose the plan that best meets their needs and budget. Guiding customers through the process of upgrading from a trial subscription to a permanent subscription, including providing step-by-step instructions and troubleshooting any technical issues that may arise. Keeping up-to-date with the latest updates and enhancements to Microsoft 365, and communicating these changes to customers as appropriate. Documenting technical issues and solutions in a knowledge base for future reference. Collaborating with other technical support engineers and cross-functional teams to resolve complex technical issues. You are a good fit if: You possess at least 2 years of experience in one or more of the following areas : Microsoft 365 administration, Microsoft 365 consultancy, Microsoft 365 deployment Microsoft 365 migration Microsoft 365 technical support You have a solid general understanding of Microsoft 365 workloads and are specialized (deep dive) in at least one of the following workloads : Microsoft Exchange Online Microsoft SharePoint Online Microsoft Teams Microsoft Office Microsoft One Drive For Business Microsoft Identity Management Solutions You possess active listening skills Have experience in technical troubleshooting Outstanding Customer service skills You\'re required to meet the following device requirements: Computer that is not joined to another company\'s domain, neither managed by any remote management - inventory systems or tools. Preferred: Dedicated laptop or PC for this project with no additional work or personal software installed OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project OR have an additional USER profile dedicated only for this project, with no other software running Windows 10 Pro (latest updates installed) Minimum of 8 GB Ram (16 is recommended) Core i3 processor (i5 is recommended) Minimum of 256GB Hard disk (256 SSD is recommended) Ethernet connection required For security requirements, freelancers will not connect to the provided systems and tools using WiFi neither using any public networks. A minimum of 25 Mbps download speed & 10 Mbps upload speed No 3rd-party antivirus software installed Media devices that are Teams compliant Microphone/headset with background noise canceling (not a phone headset) Webcam, preferably compatible with Windows Hello Technology Please note that there is a background check required for this contract, as permitted under applicable law if you\'re hired.

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