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M365 Service Excellence Support Specialist - Remote

Posted 70 weeks ago
Customer Service
Full Time
Worldwide

Overview

One of Upwork's largest clients, a fortune 500 technology company is seeking individuals with strong interpersonal and technical abilities, coupled with analytical skills that allow them to extract valuable insights from case reviews.

In Short

  • Stay well-versed in M365 products, including crucial features like Copilot, Viva, Clipchamp and Teams Premium.
  • Handle customer or internal M365 case escalations and complaints.
  • Conduct post-mortem analysis after each customer escalation or complaint.
  • Conduct proactive reviews of cases to identify trends and areas for improvement.
  • Complete and submit requests from stakeholders, such as generating reports.
  • Regularly follow up with support ambassadors and track case status.
  • Collaborate with relevant teams to implement necessary updates.
  • Ensure timely and accurate delivery of requested information.
  • Maintain case quality standards.
  • Work with a fortune 500 company.

Requirements

  • Familiarity with M365 products and services.
  • Proven experience in handling customer inquiries and complaints.
  • Strong communication skills.
  • Detail-oriented and able to manage multiple tasks effectively.

Benefits

  • Join a community of passionate technical experts.
  • Work with futuristic M365 products.
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Upwork

Upwork is a leading online platform that connects freelancers with clients seeking various services. The company collaborates with enterprise clients to support projects such as AI Large Language Model (LLM) training, focusing on tasks that include prompt writing, translation, data annotation, and content creation. Upwork emphasizes the importance of high-quality work and offers remote opportunities for skilled professionals, particularly those with native language proficiency and advanced degrees.

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