#825 - M365 Business Advisor (English)-1

As an M365 Business Advisor at Upwork, your primary responsibilities will involve engaging with customers to understand their business goals and how Microsoft 365 can help them achieve those goals. You will provide guidance on best practices for Microsoft 365 products, recommend the right subscription plans, assist in the onboarding process, and resolve technical questions through chats and phone calls. Documenting solutions in a knowledge base and fostering customer success throughout the process is essential.

To qualify for the M365 Business Advisor position at Upwork, candidates should have technical advisory or implementation experience in a Microsoft 365 environment. Strong consultative and communication skills are a must, along with a commitment to professional clarity and empathy. Preferable but not mandatory certifications include MVP, MCT, MCSA, or MCSE. An understanding of RAVE would be a plus!

At Upwork, we believe in supporting our M365 Business Advisors by providing a collaborative environment filled with subject matter experts who contribute to effective case resolution. You will gain access to the latest Microsoft 365 updates and enhancements, ensuring that you can efficiently communicate this information to customers. Continuous learning and teamwork are central to our work culture.

The work environment for an M365 Business Advisor at Upwork is dynamic and supportive, emphasizing teamwork and continuous improvement. You'll have the opportunity to directly interact with clients, troubleshoot technical issues, and contribute effectively to various projects. You'll be part of a larger mission to enhance customer satisfaction and drive innovation within the M365 product landscape.

Beneficial technical skills for the M365 Business Advisor role at Upwork include expertise in Microsoft 365 applications and services, troubleshooting capabilities, and a good grasp of subscription management. Familiarity with collaboration tools, cloud services, and current Microsoft updates is essential, along with the ability to clearly articulate technical concepts to customers.

Upwork provides thorough onboarding and ongoing training for its M365 Business Advisors to stay updated on the latest features and best practices of Microsoft 365. This includes access to training materials, guidance from experienced team members, and opportunities for hands-on experience with Microsoft tools and customer interactions.

Upwork ensures customer satisfaction through a commitment to excellence in the M365 Business Advisor role. This includes providing personalized recommendations, ongoing support, and a focus on resolving customer queries effectively and efficiently. Tracking progress and feedback also plays a crucial role in making sure customers are satisfied with their Microsoft 365 experience.

In answering this question, be prepared to discuss specific Microsoft 365 products you've worked with, such as Teams, SharePoint, or OneDrive. Highlight any previous roles where you provided technical support or training in these areas, and describe how your expertise has benefited clients or teams you've worked with.

For this question, illustrate a step-by-step approach. Start by listening carefully to the customer's concerns, clarifying any doubts they have. Then, guide them through their existing subscription details and explain the benefits of different plans. It's important to demonstrate empathy and a commitment to help them understand their options.

In your response, share a specific scenario where you successfully demonstrated a Microsoft 365 feature to a client. Explain the context, the method you used to teach them—like creating a demo or offer practical examples—and the positive outcome that resulted from your efforts. This showcases both product knowledge and communication skills.

Explain your approach to managing such situations. Consider assuring the customer that you acknowledge their issue, offer to follow up with potential solutions, and emphasize keeping them informed throughout the process. Highlight the importance of maintaining a positive and professional demeanor, even under pressure.

Share your strategies for keeping current with Microsoft 365 advances, such as subscribing to Microsoft blogs, participating in webinars, and joining relevant tech communities. This reflects your proactiveness and commitment to professional growth and updates, essential for the M365 Business Advisor role.

Discuss key performance indicators (KPIs) like user adoption rates, frequency of usage, customer feedback scores, and support ticket resolution times. Show how these metrics can help gauge customer engagement and success, and how they inform necessary adjustments to support efforts.

Articulate your method for prioritizing tasks, perhaps by assessing issue urgency and customer needs. Mention using organizational tools or prioritization frameworks to ensure timely responses while maintaining high service standards. Flexibility and adaptability are also crucial traits to mention.

Outline a systematic approach that includes gathering information, replicating the issue, consulting documentation or resources, and troubleshooting step-by-step. Highlight the importance of involving customers in the process to enhance their understanding and confidence in resolving issues.

Provide a detailed account of a project or initiative where you helped drive user adoption. Discuss your approach, the challenges faced, and the results achieved, such as increased usage rates or positive user feedback. This showcases your skill in onboarding and advocacy for Microsoft products.

Describe your techniques for simplifying complex information. This might include using analogies, focusing on benefits, being patient, and encouraging questions. Emphasizing the importance of clarity and understanding will show that you are prepared to assist a diverse range of clients.