#902 - Proactive Grace Support - M365 Ambassador

The Proactive Grace Support - M365 Ambassador at Upwork is responsible for reaching out to German-speaking clients whose M365 subscriptions are in a grace period. This includes proactively contacting customers to resolve issues such as expired payment methods or declined bank transactions. You will guide clients through re-adding their payment information, ensuring a seamless experience with Microsoft products. Strong problem-solving skills and familiarity with M365 technologies such as Exchange, SharePoint, and Teams are vital for success.

To apply for the Proactive Grace Support - M365 Ambassador position at Upwork, candidates should possess strong proficiency in English and a second language, preferably Spanish. You will need to have a solid understanding of M365 technologies, superior communication skills, and excellent problem-solving abilities. Experience with Microsoft 365 web applications is also necessary, alongside strong interpersonal skills to effectively build relationships with clients.

Yes! The Proactive Grace Support - M365 Ambassador position at Upwork offers a remote work setup. This flexibility allows you to work from anywhere while contributing to a significant initiative for a Fortune 500 client. You'll receive competitive pay and can enjoy the benefits of working in a supportive environment from the comfort of your own home.

Candidates applying for the Proactive Grace Support - M365 Ambassador role at Upwork need to meet specific technical requirements. This includes using a computer not joined to another company's domain or managed by remote tools, running Windows 10 Pro with required updates, having a minimum of 8 GB RAM (16 GB is recommended), and possessing specific network and hardware specifications. Additionally, devices must be Teams compliant, and certain peripherals like a noise-canceling headset and webcam might be necessary.

Upon selection for the Proactive Grace Support - M365 Ambassador position at Upwork, you will go through a structured onboarding process. This includes completing a background check, identity verification, and a location check. You will also undergo a live hardware check to confirm that your technical specifications align with the job requirements. Finally, payroll vendor documentation must be provided to successfully finalize your onboarding.

When answering, detail specific applications you've used, such as Exchange, SharePoint, or Teams. Highlight how you've navigated challenges or utilized these tools effectively in customer interactions.

Showcase your empathy and problem-solving skills. Discuss how you would listen actively to their concerns, reassure them, and provide clear, step-by-step solutions to resolve their payment issues promptly.

Explain how you simplify technical jargon into easy-to-understand terms tailored to the client's level of expertise, ensuring clarity while maintaining professionalism.

Provide a specific scenario where you identified the core issue, proposed a solution, and followed through to ensure the client's satisfaction, underlining your problem-solving and communication skills.

Discuss techniques such as utilizing task management tools or prioritizing by urgency and impact on the customer, showcasing your ability to remain organized under pressure.

Talk about previous remote work experiences, emphasizing your adaptability, accountability, and communication strategies used to stay connected with your team and clients.

Mention your commitment to professional development by engaging in courses, webinars, and utilizing resources like Microsoft’s learning paths to continually enhance your knowledge.

Relate a story that highlights your communication skills and ability to build rapport while addressing the client's needs effectively.

State that exceptional communication and problem-solving skills are key, as they bridge the gap between technical solutions and customer satisfaction in a proactive support role.

Express your passion for technology and innovative customer service, and how Upwork's reputation and commitment to connecting talents with opportunities align perfectly with your career aspirations.