#953 - Microsoft 365 Technical Advisor (Business Assist)

As a Microsoft 365 Technical Advisor at our company, you will provide dedicated technical support to customers in the Business Assist program. Responsibilities include troubleshooting customer issues, educating them on Microsoft 365 products, guiding them through their technical inquiries, and helping them design and implement solutions tailored to their business needs. You will also document solutions in a knowledge base and collaborate with other technical support engineers to solve complex problems.

To qualify for the Microsoft 365 Technical Advisor position, you should have at least 2 years of experience in Microsoft 365 administration, consultancy, or technical support. A solid understanding of Microsoft 365 workloads is essential, with expertise in areas such as Microsoft Exchange Online, Teams, or SharePoint being highly valuable. Your technical acumen, coupled with strong communication skills, will enable you to excel in this role.

A typical day for a Microsoft 365 Technical Advisor in Johannesburg involves assisting customers with their inquiries via phone, email, or chat. You will troubleshoot technical issues, guide customers on best practices, and provide personalized advice to help them fully leverage their Microsoft 365 subscriptions. Additionally, you'll stay updated with product enhancements and work closely with cross-functional teams to address complex challenges.

Essential technical skills for a Microsoft 365 Technical Advisor role include a strong understanding of Microsoft 365 workloads, experience in troubleshooting connectivity issues, application errors, and security concerns. Familiarity with deployment and migration processes, as well as knowledge of licensing and subscription plans, are also critical. Skills related to documentation and customer education will further enhance your effectiveness in this role.

As a Microsoft 365 Technical Advisor, you can expect a remote work environment that emphasizes community, diversity, and collaboration. You'll join a multicultural team and enjoy flexible shifts designed to accommodate various schedules, while adhering to technical and security requirements for optimal performance and communication.

When answering this question, highlight your passion for technology and solving customer problems. Discuss how helping others maximize the potential of Microsoft 365 aligns with your career goals and personal values, underscoring the importance of productivity and collaboration in modern workplaces.

It's crucial to show empathy and understanding when dealing with frustrated customers. Describe your approach to listening attentively to their concerns, validating their feelings, and methodically troubleshooting the issue to find a resolution. Stress the importance of clear communication and patience in providing excellent customer service.

Prepare a detailed account of a complex issue you faced, explaining the specific steps you took to identify and resolve the problem. Emphasize your analytical skills and how you utilized your Microsoft 365 knowledge to effectively troubleshoot and successfully assist the customer.

Discuss your tailored approach to educating customers based on their specific business needs. Highlight techniques such as using visual aids, providing hands-on guidance, creating step-by-step guides, and encouraging practice to ensure understanding and retention of information.

Exemplify your expertise in at least one Microsoft 365 workload, discussing your hands-on experience and how you’ve successfully utilized it. Connect your knowledge of Microsoft Exchange, Teams, or SharePoint to the benefits they provide in business operations and collaboration.

Explain your proactive approach to staying informed about Microsoft 365 updates, such as subscribing to relevant newsletters, following official forums, or participating in training programs. This shows your commitment to maintaining up-to-date knowledge and being a valuable resource for customers.

Talk about your organizational skills and prioritization strategies that help you effectively manage multiple inquiries. Discuss tools or techniques you utilize to keep track of tasks and deadlines while ensuring you provide each customer with quality support.

Share an instance where effective teamwork allowed you to resolve a complicated issue. Discuss the roles of team members, your specific contribution, and the successful resolution, highlighting teamwork's importance in technical support environments.

Express the value of Microsoft 365 in enhancing collaboration, productivity, and security for businesses. Use statistics or case studies to support your claim, emphasizing how its comprehensive tools can transform business operations positively.

Outline your approach to handling questions where you lack an immediate answer, including your commitment to finding the correct information promptly. Emphasize your willingness to research, consult resources, or involve colleagues to ensure the customer gets accurate support.