M365 Helpdesk Support Specialist

Upwork, in collaboration with a leading American multinational technology company, is looking for English-speaking Microsoft 365 Proactive Business Advisors. This unique opportunity allows you to be at the forefront of Microsoft's products. If you have technical expertise in M365 products and a passion for innovation, we encourage you to apply.

About Upwork:
Upwork is the world's largest marketplace connecting businesses with independent talent across the globe. We are thrilled to support our client’s business products, a game-changing initiative that will define the future of technology.

About the Role:
We are seeking skilled and experienced English-speaking Microsoft 365 Proactive Business Advisors – Engineers. Deliverables will be providing solutions to customers who have M365 subscriptions currently in a “grace period”, which includes any of the following: payment issues/expired. You will proactively work closely with customers to analyze their situation and identify the implications of not resolving the issues quickly. You will also provide value-add assistance for the customers’ subscription while ensuring their information is updated in the Microsoft systems. In addition, you will further engage with customers to understand their business or use case in which they leverage Microsoft 365 products and services. Ultimately, you will advise customers on potential workloads and products to further optimize their usage and support their business.

Are you ready to shape the future of technical excellence and customer success? We're looking for an exceptional M365 Engineer to join our dynamic team.

What you'll do:

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 you engage in a personalized dialogue with customers to identify their unique business and technical needs and advise them on the best architecture and product-workloads to suit their requirements.

• Actively engage with customers to understand their business objectives and how Microsoft 365 can support their goals.
• Educate customers on Microsoft 365 products and services, guiding them on best practices for improving productivity and collaboration.
• Assist customers in evaluating the potential benefits of a Microsoft 365 subscription, providing personalized recommendations and tailored demos.
• Advise on different subscription plans and features, helping customers choose the best option for their needs and budget.
• Guide customers through new subscriptions or enhancing existing ones, including step-by-step instructions and troubleshooting.
• Stay updated on the latest Microsoft 365 updates and enhancements, and communicate
• these effectively to customers.
• Document technical issues and solutions in a knowledge base.
• Collaborate with other technical support engineers to resolve complex technical issues.
• Ensure a high level of customer success, with a focus on moving customers from grace period to perpetual usage and increasing license utilization.

Requirements:

• Technical advisory or implementation experience in a Microsoft 365 environment.
• Strong consultative and chat communication skills, emphasizing clarity, empathy, and
  professionalism.
• Preferred certifications: MVP, MCT, MCSA, MCSE (not mandatory).
• RAVE experience (a plus but not required).

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

Device Specifications:

• Device and Tool Requirements

  • 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