Talenteum.com company
📍 Location: Fully Remote
🌐 Languages: English, French, Portuguese, Chinese, Korean, Spanish, German
📑 Contract Type: Freelance
⏳ Availability: Position available immediately
✉ Application : Send your CV to patricia@talenteum.com, specifying the job title in the email subject.
1- Key Responsibilities:
● Customer Interaction: Provide exceptional support to customers onboarding to Microsoft 365 through multiple channels (phone and email), ensuring customer satisfaction, retention, and a smooth migration experience.
● Technical Expertise: Leverage comprehensive knowledge of Microsoft 365 workloads and first-party migration tools to resolve both reactive and proactive technical challenges. Assist customers with product setup, troubleshoot issues, and provide advanced technical support to deliver a positive migration and overall product experience.
● Product-Led Growth: Identify opportunities during customer interactions to adopt additional Microsoft 365 workloads and Copilot subscriptions. Drive increased customer engagement, satisfaction, and adoption of Microsoft products by offering tailored recommendations based on the customer's business needs.
● Business Needs Assessment: Analyze customer business objectives, converting them into actionable technical solutions. Recommend the most appropriate Microsoft 365 workloads and features to meet these objectives, enhancing the customer’s overall platform experience and productivity.
● Product Insights and Limitations: Track and document customer insights on Microsoft 365 and Copilot usage, product limitations, and areas for improvement. Maintain precise records in internal tools to facilitate ongoing product and service improvements.
● Customer Journey Guidance: Guide customers through every step of their Microsoft 365 journey, from initial setup to advanced usage. Ensure a seamless and productive experience throughout their migration to Microsoft 365, tailoring support to meet their specific needs.
● Feedback and Continuous Improvement: Collect and document customer feedback for continuous product and service improvement. Collaborate closely with internal teams to track and address any product concerns or limitations to enhance overall customer satisfaction.
● Cross-functional Collaboration: Work across different lines of business within Microsoft and partner teams to efficiently address and resolve support tickets. While primarily focused on migration-related cases, you will also provide support across various business lines, adapting to different support models as needed.
● Case Documentation: Maintain clear, precise, and detailed documentation of all cases in internal systems. Rigorously follow case management procedures, ensuring every interaction is well-documented, escalated when necessary, and compliant with Microsoft’s established protocols and standards.
● Ethics, Privacy, Security, and Compliance: Uphold Microsoft’s security, privacy, and ethical standards. Ensure strict compliance with company policies, including data privacy and security, in all customer interactions and internal case handling.
● Process Optimization: Continuously explore opportunities to optimize migration processes, reduce migration time, and improve success rates, delivering the best possible migration experience to customers.
2- Qualifications:
● Language Skills: As Required
● Technical Proficiency: Expertise in Microsoft 365 administration and migration using Microsoft’s first-party tools, including migrations from third-party providers and on-premises environments to Microsoft 365.
● Exchange Hybrid Management: Experience in managing Microsoft Exchange hybrid environments with an understanding of both cloud and on-premises integrations.
● Certifications: Relevant certifications are highly preferred, including but not limited to:
○ Microsoft Certified: Exchange Online Support Engineer Specialty
○ Microsoft Certified: Messaging Administrator Associate
○ Microsoft 365 Certified: Teams Administrator Associate
○ Microsoft 365 Certified: Administrator Expert
● Problem-solving and Troubleshooting: Strong analytical and troubleshooting skills, with a proven ability to resolve complex technical issues related to email and document migrations and Microsoft 365 workloads.
● Customer Focus: Demonstrated ability to maintain high levels of customer satisfaction by providing technical solutions that are both customer-centric and aligned with business objectives.
● Adaptability: Experience working in fast-paced, cross-functional environments, with the flexibility to manage diverse support tickets and business needs.
● Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to customers with varying levels of technical expertise
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