#933 - M365 Technical Advisor - Reactive Trials Nurturing

As an M365 Technical Advisor, your primary responsibility will be to support customers during their Microsoft 365 trial phase. This involves addressing technical support tickets, troubleshooting issues, and providing tailored advice to help users maximize their subscriptions. You'll engage with customers to understand their goals and needs, ultimately guiding them toward a full-fledged subscription. Your role is crucial in increasing the adoption of Microsoft 365 workloads and promoting license consumption among small businesses.

To qualify for the M365 Technical Advisor position, applicants should have experience in technical advisory or implementation in a Microsoft 365 environment. While certifications such as MVP, MCT, MCSA, or MCSE are preferred, they are not mandatory. Strong consultative skills and the ability to dissect complex issues and offer solutions are key. Additionally, you'll need a computer that meets specific hardware and software requirements to thrive in this remote role.

The M365 Technical Advisor position operates from 5 AM to 1 PM UTC, Monday through Friday. This schedule is designed to provide a seamless experience for your customers while permitting a balanced work-life arrangement, as you manage technical support and engage with clients from different time zones.

Yes, the M365 Technical Advisor role is fully remote; however, it comes with specific workspace requirements. You'll need a dedicated laptop or PC that meets certain specifications, including Windows 11 Pro, a minimum of 16GB of RAM, and a fast internet connection. A webcam, microphone, and headset that comply with Microsoft Teams standards are also necessary for effective communication with clientele.

The M365 Technical Advisor role offers competitive pay, reflecting the level of expertise required for the position. On top of that, the chance to work with a Fortune 500 client makes this role particularly enticing, ensuring you are compensated fairly for your skills and contributions.

Discuss specific Microsoft 365 products you have worked with, detailing your experience in implementation and support. Highlight any particular challenges you've faced and how you overcame them, showcasing your problem-solving abilities.

When answering, describe your method of assessing the urgency and impact of issues. Discuss any tools or methods you use to track and manage support requests and how effective prioritization leads to improved customer satisfaction.

Share how you approach customers' needs, demonstrating an understanding of their business objectives. Mention specific strategies such as regular check-ins, personalized recommendations, and follow-ups that can enhance their trial experience and encourage conversions.

Provide a concrete example from your previous roles, focusing on your thought process in diagnosing the issue, the steps you took to resolve it, and the successful outcome. It's essential to emphasize your critical thinking and troubleshooting abilities.

Explain your approach to continuous learning, whether through official Microsoft channels, webinars, community forums, or hands-on practice. Indicating your commitment to staying current will show your proactive approach to your role.

Discuss the importance of collaboration with team members, sharing experiences of working together to solve technical challenges. Highlight how collaboration enhances problem resolution and customer satisfaction.

Describe a step-by-step approach to managing customer dissatisfaction, focusing on empathy, active listening, and effective communication. Sharing techniques for conflict resolution is key to showcasing your customer service skills.

Detail the specific troubleshooting tools and software you've utilized in previous positions, emphasizing your familiarity with their functionalities and how they have helped you diagnose and resolve customer issues effectively.

Outline your strategy for conducting initial assessments or requirements gathering sessions with businesses. Discuss how you identify their objectives and challenges in order to provide tailored solutions.

Articulate your passion for technology and customer service, explaining how the M365 framework aligns with your skills and career goals. Sharing your enthusiasm for helping others leverage technology will resonate well during the interview.