895 - M365 Technical Advisor (French) - New Product Playbook-2

As an M365 Technical Advisor at Upwork, your primary responsibilities include gathering insights and detecting bugs through customer interaction, creating readiness materials like wikis and guidelines for the New Product Playbook, and providing essential technical support for French-speaking customers. Your role is vital in ensuring the launch of successful Microsoft 365 products.

To apply for the M365 Technical Advisor position at Upwork, candidates should have at least 2 years of experience in Microsoft 365 administration, consulting, or technical support. Proficiency in Microsoft Exchange Online, SharePoint Online, Teams, and strong customer service skills, along with the ability to communicate effectively in both French and English, are crucial.

The working schedule for the M365 Technical Advisor position at Upwork is 40 hours per week, with shifts running from Monday to Friday, 5pm to 1am UTC. This schedule offers flexibility and the opportunity to balance personal commitments alongside professional responsibilities.

The M365 Technical Advisor role with Upwork offers competitive hourly payments, ensuring that you are compensated fairly for your expertise and contribution. Payments are processed timely, making it a reliable opportunity for individuals seeking flexible income.

Candidates applying for the M365 Technical Advisor role at Upwork must ensure they have a computer not joined to any company’s domain, Windows 10 or 11 Pro, minimum 8GB RAM, a reliable internet connection, and specific media devices compliant with Microsoft Teams. These requirements help maintain an optimal working environment.

To effectively handle a technical issue reported by a French-speaking customer, it's crucial to actively listen to their concerns, empathize with their situation, and gather thorough information about the issue. Provide clear instructions or solutions in French, ensuring the customer feels supported and valued throughout the process.

When discussing your experience with Microsoft 365 products, focus on specific examples of how you've utilized tools like Exchange Online, SharePoint, or OneDrive. Talk about any projects where you've contributed to their implementation, supported users, or resolved complex issues, highlighting your hands-on expertise.

In gathering insights from customers, I prioritize open communication channels and actively seek feedback through surveys, discussions, and direct interactions. I believe that asking precise questions helps unearth valuable insights, which can then shape product development and customer service strategies.

I stay updated on the latest Microsoft 365 developments by following official Microsoft blogs, participating in webinars, and engaging in relevant professional communities. Continuous learning and staying abreast of new features and updates allow me to assist customers effectively.

I once encountered a customer facing a frustrating issue with Microsoft Teams. By proactively investigating the problem and providing a step-by-step solution while keeping the customer informed, I not only resolved the issue but also offered them additional tips for optimizing their use of Teams, which left them highly satisfied.

I approach teamwork by emphasizing open communication and respect for diverse perspectives. I believe sharing ideas and concerns openly fosters a positive environment, enabling us to tackle challenges and improve our processes collectively, which is essential in a role like an M365 Technical Advisor.

For documenting customer feedback and issues, I typically use collaborative tools such as Microsoft OneNote or SharePoint to capture insights, organize notes, and track bugs. This method ensures easy access for my team and helps maintain a comprehensive record for future reference.

To ensure effective communication with customers in both French and English, I strive to use clear, concise language and adapt my approach to suit the customer's comfort level. Additionally, I utilize translation tools when necessary to eliminate any misunderstandings and provide a seamless experience.

If a major bug was reported after the product's launch, I would prioritize assessing the impact of the issue, gather as much detail as possible from affected users, and collaborate with technical teams to devise a solution. Communicating transparently with customers about the steps being taken to resolve the issue is crucial to maintaining their trust.

Customer feedback is vital for Microsoft 365 products as it provides invaluable insights into user experiences, preferences, and challenges. This information drives product improvements, helps developers identify bugs, and ultimately leads to a better user experience, ensuring that Microsoft remains competitive and responsive to its audience.