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.

• 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.

General skills

• 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.

Communication

• Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to non-technical users, and drive empathy and rapport with customers.
• Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues.
• Calm demeanor in the face of occasional adversity
• Ability to meet customers where they are in their technical understanding – engage customers at their level.
• Demonstrated ability to de-escalate tense situations and drive to consensus with positive outcomes.

Product area expertise

• General knowledge and/or experience with Microsoft Office Suite, Windows, and OneDrive.
• Bonus for familiarity with troubleshooting scenarios to get O365 up and running.

Most common scenarios include:

• How to download Office and Windows
• How to install and update Office and Windows
• How to activate Office and Windows
• Windows licensing and activation (already included)
• Working with Device Manager: fixing peripheral issues
• Recovery options in Windows 10
• Windows Update and Upgrade issues

Device Specifications:

• Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools
• 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)
• LAN (local access network) required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi.
  • A minimum of 10 Mbps Internet connection with equal download & upload speed (20 Mbps is recommended)
• No 3rd-party antivirus software installed
• Microphone/headset with background noise canceling (not a phone headset)
• Webcam, preferably compatible with Windows Hello Technology
• Quiet place to work.

• Fortune 500 Client
• Competitive Pay
• Remote Work

All your information will be kept confidential according to EEO guidelines.