691 - O365 Ambassador (Consumer) - Spanish - Ciudad de México - Upwork

Upwork

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Company Description
The team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds.

We are rapidly expanding and looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Provide online support for Spanish and English speaking Office 365 customers.
Solve customer issues in problem areas primarily of Downloading, installing, and activating Office 365 and Windows.
Scope a customer's issue by collecting the relevant facts and investigate the problem by utilizing provided resources, by involving others as needed and doing your own research in realtime
Empower customers to find information, selfsolve when they decide to, and learn more about Microsoft products, services and Windows.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.

Qualifications General skills**- Self-driven with the technical aptitude to problem solve

Creative thinker with troubleshooting intuition, who seeks opportunities for improvement
Detailoriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more
Early adopter who embraces new technologies
Flexibility to adapt in fastpaced environments
Proven ability to thrive both in a dynamic team environment as well as working solo when appropriate.
Knowledge of Microsoft Windows, Microsoft Office Suite and OneDrive.

Communication

Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to nontechnical users, and drive empathy and rapport with customers.
Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues.
Calm demeanor in the face of occasional adversity
Ability to meet customers where they are in their technical understanding engage customers at their level.
Demonstrated ability to deescalate tense situations and drive to consensus with positive outcomes.

Product area expertise

General knowledge and/or experience with Microsoft Office Suite, Windows, and OneDrive.
Bonus for familiarity with troubleshooting scenarios to get O365 up and running.

Most common scenarios include:

Device Manager:
fixing peripheral issues

Device Specifications:

Computer that is not joined to another company's domain, neither managed by any remote management inventory systems or tools
Windows 10 Pro (latest updates installed)
Minimum of 8 GB Ram (16 is recommended)
Core i3 processor (i5 is recommended)
Minimum of 256GB Hard disk (256 SSD is recommended)
LAN (local access network) required
For security requirements, freelancers will not connect to the provided systems and tools using WiFi.
A minimum of 10 Mbps Internet connection with equal download & upload speed (20 Mbps is recommended)
No 3rdparty antivirus software installed
Microphone/headset with background noise canceling (not a phone headset)
Webcam, preferably compatible with Windows Hello Technology
Quiet place to work.

Additional Information