M365 Service Excellence Support Specialist - Remote

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.