Consumer Windows Technical Support - Remote

Overview

One of Upwork's largest clients, an American multinational technology company, is in search of an O365 Ambassador (Consumer) with English fluency. In this role, you will be required to handle tickets that come in through phone, emails and chat. The IT ticket needs will vary depending upon the request; they typically include questions surrounding the admin’s knowledge of the M365 web application, registering and buying domains, downloading and installing Office, and using the M365 feature set.

The team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

In Short

• Provide online support for Spanish and English speaking Office 365 customers.
• Solve customer issues in problem areas primarily of Downloading, installing, and activating Office 365 and Windows.
• Scope a customer’s issue by collecting the relevant facts and investigate the problem by utilizing provided resources, by involving others as needed and doing your own research in real-time.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and Windows.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.

Requirements

• Self-driven with the technical aptitude to problem solve.
• Creative thinker with troubleshooting intuition, who seeks opportunities for improvement.
• Detail-oriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more.
• Early adopter who embraces new technologies.
• Flexibility to adapt in fast-paced environments.
• Bonus to have previous experience in customer support, especially for operating systems, software, applications and/or services.
• Proven ability to thrive both in a dynamic team environment as well as working solo when appropriate.
• Knowledge of Microsoft Windows, Microsoft Office Suite and OneDrive.

Benefits

• Fortune 500 Client.
• Competitive Pay.
• Remote Work.