#952 - Microsoft 365 Technical Advisor (Business Assist)

As a Microsoft 365 Technical Advisor at Upwork, your primary responsibilities include providing technical support to customers, troubleshooting issues related to Microsoft 365 products, and offering guidance on best practices. You'll also evaluate customer business needs, recommend appropriate subscription plans, and assist clients in maximizing their use of Microsoft 365 applications.

To qualify for the Microsoft 365 Technical Advisor role at Upwork, candidates should possess at least two years of experience in Microsoft 365 administration, consultancy, or technical support. Additionally, familiarity with one or more Microsoft 365 workloads such as Exchange Online, SharePoint Online, or Microsoft Teams is essential.

The Microsoft 365 Technical Advisor role at Upwork operates on a schedule from 5 pm to 1 am UTC, allowing for flexibility in remote work while ensuring you can provide continuous support to clients worldwide.

For the Microsoft 365 Technical Advisor role at Upwork, you’ll need a dedicated computer setup that is compliant with privacy and security standards, including Windows 10 Pro, a minimum of 8 GB RAM, and a compatible Ethernet connection for stable internet performance. Additionally, a noise-canceling headset and a webcam are required for effective communication with clients.

To excel as a Microsoft 365 Technical Advisor at Upwork, strong troubleshooting skills, excellent communication abilities, and a deep knowledge of Microsoft 365 workloads are vital. Additionally, a customer-centric approach and the ability to adapt quickly to new information and features are key components for success in this role.

When troubleshooting Microsoft 365 issues, I begin by gathering detailed information from the customer about the problem. I then replicate the issue if possible, and utilize Microsoft’s troubleshooting tools and documentation to identify solutions, ensuring I communicate each step and resolution to the customer.

I have over two years of experience with Microsoft Exchange Online, where I have managed user accounts, configured email settings, and resolved connectivity issues. My role involved ensuring seamless email communication and helping clients adapt to using cloud-based email effectively.

My approach to customer education involves understanding their specific business needs first. Then, I provide customized guidance and resources such as video tutorials or documentation that highlight feature benefits and best practices that improve their workflows and productivity with Microsoft 365.

To assist a customer with upgrading from a trial subscription, I would first review their current usage and needs. I would then recommend the ideal permanent subscription plan, providing step-by-step guidance to complete the upgrade process and address any technical issues that arise.

When faced with customer complaints, I listen carefully to their concerns, validate their feelings, and assure them that I’ll help resolve the issue. I follow that up by efficiently investigating the problem, communicating transparently throughout the process, and ensuring they walk away satisfied with the solution.

To stay updated with Microsoft 365 developments, I regularly engage in professional training, participate in webinars, and follow Microsoft’s official blogs and announcements. This commitment ensures I provide the most current and effective advice to customers.

Security in Microsoft 365 is crucial as it protects sensitive business data from unauthorized access and cyber threats. I emphasize implementing security features available in the platform like Multi-Factor Authentication and regularly advise customers on best practices to maintain their security posture.

I promote the use of different Microsoft 365 workloads by demonstrating their versatility and value during customer interactions. I offer tailored suggestions based on their specific operations and encourage trial periods for features that may significantly enhance their productivity.

In a previous role, I assisted a small business customer who faced connectivity issues with Microsoft Teams. After thorough troubleshooting, I identified network errors and worked with the client to implement necessary changes. The successful resolution not only restored their service but also strengthened their trust in our support.

I am excited about the opportunity to work as a Microsoft 365 Technical Advisor at Upwork because I am passionate about helping businesses leverage technology to enhance their productivity. Being part of a multinational company that values diversity and community aligns perfectly with my career goals in tech support.