SharePoint Online Administrator

As a SharePoint Online Administrator at Upwork, your primary responsibilities will include providing technical support to customers using Microsoft 365. You will address technical support tickets, assist clients in getting the most out of their subscriptions, and understand their individual or business needs to promote engagement with various M365 features. This role requires strong troubleshooting skills and the ability to respond effectively to both chat and phone inquiries.

To qualify for the SharePoint Online Administrator role at Upwork, candidates should ideally have experience in advisory or technical implementation within a Microsoft 365 environment. While certifications such as MVPs, MCTs, MCSAs, or MCSEs are preferred, they are not mandatory. A technical understanding of Microsoft migrations and strong consultative skills are critical to succeed in this role.

The SharePoint Online Administrator at Upwork plays a vital role in assisting businesses with their Microsoft 365 subscriptions. By providing tailored technical support and guidance, you help clients understand the platform's full potential, resolve issues quickly, and ensure they can utilize all available features. This proactive support helps improve customer satisfaction and encourages businesses to transition to perpetual subscriptions.

Applicants for the SharePoint Online Administrator position at Upwork must meet specific technical requirements. You'll need a computer running Windows 10 Pro with the latest updates, at least 8 GB of RAM (ideally 16 GB), and a minimum of 256 GB of hard disk space. Additionally, a reliable internet connection with a download speed of at least 25 Mbps and a LAN setup are necessary for fulfilling your duties effectively.

As a SharePoint Online Administrator at Upwork, you will work remotely, providing flexibility in your work environment. It is essential to create a setup conducive to productivity, ideally a quiet space with no interruptions, along with the required hardware and a reliable internet connection. This ensures that you can effectively address client needs and provide high-quality technical support.

In your response, focus on specific Microsoft 365 tools you have worked with, your approach to implementation or troubleshooting, and how you've successfully helped clients maximize their use of these tools.

Demonstrate your problem-solving skills and provide an example of a challenging customer issue you've successfully resolved by actively listening and offering solutions that met their requirements.

Discuss your experience in identifying customer needs and how you tailor your communication to encourage them to use various Microsoft 365 features, leading to enhanced user satisfaction.

Share your experience handling support requests through various channels, highlighting your communication style and the importance you place on ensuring customers feel heard and supported.

Address various common challenges, such as customers’ lack of understanding of the platform, technical issues that arise, and strategies you utilize to overcome these hurdles effectively.

Emphasize your commitment to understanding customer needs, providing timely support, and following up to ensure they are satisfied with the solutions provided.

Be prepared to outline a situation where you led a technical implementation, focusing on the planning process, execution, and the impact it had on the client.

Highlight both technical skills, such as proficiency in M365 tools, and soft skills, such as communication, empathy, and problem-solving abilities that making you effective in this role.

Discuss your approach to evaluating ticket urgency, time management practices, and any tools you utilize to keep track of task completion while ensuring timely responses.

Reflect on what attracts you to this role, such as your passion for Microsoft technologies, a desire to help clients, or the opportunity to work with a Fortune 500 client and grow your skills.