#931 - M365 Technical Advisor - Reactive Trials Nurturing

As an M365 Technical Advisor at the company, you will be primarily responsible for addressing technical support requests from customers during their Microsoft 365 trials. This entails engaging with clients through chats and phone calls, troubleshooting issues related to the M365 web application, domain registration, installing Office, and assisting them in understanding the diverse features of Microsoft 365. Your goal will be to facilitate customer satisfaction and guide them towards a full subscription.

To qualify for the M365 Technical Advisor position, candidates should have advisory or technical implementation experience within a Microsoft 365 environment. While certifications such as MVPs, MCTs, MCSAs, or MCSEs are highly valued, they are not mandatory. Strong consultative skills and a familiarity with technical support roles are essential to excel in this position.

Candidates must ensure they are equipped with a computer running Windows 10 Pro with the latest updates, and meet specific hardware requirements such as a minimum of 8 GB RAM. Additionally, a reliable internet connection with a minimum speed of 25 Mbps download and 10 Mbps upload is necessary, along with a noise-canceling headset and Teams-compatible media devices.

Newly hired M365 Technical Advisors will receive thorough training on the Microsoft 365 environment and the tools you'll need for your role. Ongoing support will also be provided to ensure you feel confident in assisting customers with technical issues. Engaging with experienced teammates and management will help you develop a deeper understanding of customer needs and best practices.

Yes! The M365 Technical Advisor position offers a fully remote work opportunity, which allows you to work comfortably from your home. This flexibility means you can maintain a good work-life balance while contributing to the success of the company and its customers.

To prioritize tasks effectively, I assess the urgency and impact of each client's issue, addressing critical problems first. I also communicate with clients about expected response times, ensuring they feel heard while I work through their requests in a structured manner.

In my previous roles, I frequently troubleshot issues ranging from user access problems to software installation errors. I leverage my knowledge of the Microsoft 365 ecosystem to identify root causes quickly and implement solutions—whether it’s through guides or resource documentation.

I would start by understanding the client's business needs and objectives. Then, I’d guide them through the various features of Microsoft 365 that align with those goals, providing personalized tips on how to utilize the tools effectively. Regular follow-ups would ensure they feel supported throughout their trial period.

When faced with difficult customers, I remain calm and empathetic, actively listening to their concerns. I aim to de-escalate tense situations by validating their feelings and assuring them that I am there to help. Offering clear explanations and solutions empowers clients and often alleviates their frustrations.

An effective M365 Technical Advisor should possess technical expertise, excellent communication skills, and strong problem-solving abilities. A proactive approach in understanding client needs and a passion for customer satisfaction are also critical for success in this role.

Yes, I have significant professional experience with Microsoft 365, where I managed deployments, provided training to users, and addressed technical support issues. This continuous engagement has expanded my knowledge and skill set in using M365 tools effectively.

I stay informed about the latest Microsoft 365 features through official blogs, webinars, and online courses. Participating in community forums and following thought leaders in the tech space also help me keep my knowledge current and relevant.

In a past role, I identified that a client was struggling to utilize a specific feature of the technology product effectively. I organized a tailored training session to walk them through its functionalities, resulting in increased usage and positive feedback on their improved experience.

I prefer using platforms like Microsoft Teams for client communications due to its robust capabilities for chats and calls, seamless file sharing, and integration with various M365 applications. This enhances collaboration and ensures a streamlined communication process.

I am passionate about helping clients leverage technology to enhance their productivity and efficiency. The opportunity to work as an M365 Technical Advisor excites me because it allows me to combine my technical skills with my desire to assist others while working in a dynamic and evolving environment.