#916 - M365 Proactive Copilot Ambassador (English)

One of Upwork's largest clients, an American multinational technology company, is in search of an English Speaking M365 Proactive Copilot Ambassador with strong communication skills and knowledge on M365 Copilot and technologies.

The Proactive Copilot Ambassador will utilize their expertise in Microsoft 365 products and services to provide technical support and advise customers by helping them gain the most from their M365 subscriptions. 

The Ambassador will have excellent native or bilingual English speaking, listening and chat skills in order to communicate with customers and should be available immediately.

Deliverables will involve proactively reaching out to customers purchasing a Copilot subscription. This outreach aims to understand the reasons behind the purchase, guide them through Copilot features in M365 products according to their business needs, gather insights on their experience using Copilot, and address any potential concerns or issues they might be facing with Copilot’s features.

The Ambassador will proactively work closely with customers to understand their usage needs, identify opportunities to increase workload, and provide tailored solutions to enhance their overall experience with Copilot.

The initial customer contact is made via email, with the goal of converting this initial interaction into a phone call. All technical and business-related dialogue is conducted during this call, where the Ambassadors engage in a personalized dialogue with customers to identify their business and technical needs and advise them on the best architecture and product-workloads to suit their requirements.

Responsibilities:

• Contacting customers to understand reasons behind purchasing Copilot.

• Identifying questions the customer might have related to Copilot usage.

• Educate customers on the use of Copilot in different M365 products and services and provide guidance on best practices for improving productivity and collaboration.

• Advise customers on the different subscription plans and features available and help them to choose the plan that best meets their needs and budget.

• Keep up-to-date with the latest updates and enhancements to Microsoft 365 and Copilot, and communicate these changes to customers as appropriate.

• Document technical issues and solutions in a knowledge base for future reference.

• Collaborate with other technical support engineers and cross-functional partners to resolve complex technical issues.

Qualifications:

• Strong command of the English language

• Superior communication skills including active listening

• Knowledge on M365 technologies (Exchange, SharePoint, Teams, DNS, PowerShell, etc.) especially Copilot.

• Experience with O365 web applications and feature sets

• Excellent problem-solving skills

• Strong interpersonal skills

• Persuasion skills are a plus

• ​​A positive attitude and the ability to build relationships with clients

• Ability to speak a second language may be advantageous

Device Requirements (a live verification will be conducted to ensure the following requirements are met prior to the start of the engagement):

• Dedicated Laptop or PC: For this project, with no additional work or personal software installed. The machine must not be joined to another company’s domain or managed by any remote management.

OR

• A laptop/PC with DUAL boot: 

• Boot 1: Personal and work partition.

• Boot 2: Environment dedicated to the project.

• Operating System: Windows 11 Pro compatible (latest updates installed and activated with a genuine product key).

• Memory: Minimum of 16GB RAM

• Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD.

• Module: Trusted Platform Module (TPM) 2.0 version is required.

• Storage: Minimum of 160GB SSD with 64 GB free space for the partition.

• Network: LAN (local access network) required. Freelancers will not connect to the provided systems and tools using WiFi.

• Internet Speed: Minimum of 50 Mbps upload/download speed.

• Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update.

• Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution.

• Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation.

• Monitor: Strongly suggest and prefer that freelancers use dual monitors. At least one monitor is required to have at least 1368x720 or higher resolution.  

If you are selected to move forward you will need to complete the following steps with our onboarding team:

• Background check and authorization
• Identity check and location check
• Live hardware check confirming the technical specifications required for the role
• Payroll vendor documentation

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

• The hired candidates will be paid on a fixed pay, for tickets assigned/solved. Please submit a proposal with your desired budget, what your experience is with Microsoft 365 and its applications, along with any other information you’d like us to review in your proposal.

Why Choose Us?

• We value diligence and teamwork
• Collaborate with subject matter experts and the team to ensure timely and effective case resolution
• Be a part of innovation and customer satisfaction to various large organizations