English Speaking M365 Proactive Copilot Technical Support Specialist

Upwork; Johannesburg; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading company is seeking a technical support professional to assist customers with Microsoft 365 and Copilot. The role involves educating users, resolving technical issues, and providing guidance on subscription plans. Candidates should possess strong communication skills and knowledge of M365 technologies. This is a contract position with remote work options available.

Qualifications

• Strong command of English and superior communication skills.
• Knowledge of M365 technologies and experience with O365 applications.

Responsibilities

• Contact customers to understand their needs regarding Copilot.
• Educate customers on Copilot usage in M365 products.

Skills

Communication

Problem Solving

Interpersonal Skills

Persuasion

English

Tools

M365 Technologies

O365 Web Applications

DNS

PowerShell

Technical Support

Job description

Contacting customers to understand reasons behind purchasing Copilot.

Identifying questions the customer might have related to Copilot usage.

Educate customers on the use of Copilot in different M365 products and services and provide guidance on best practices for improving productivity and collaboration.

Advise customers on the different subscription plans and features available and help them choose the plan that best meets their needs and budget.

Keep up-to-date with the latest updates and enhancements to Microsoft 365 and Copilot and communicate these changes to customers as appropriate.

Document technical issues and solutions in a knowledge base for future reference.

Collaborate with other technical support engineers and cross-functional partners to resolve complex technical issues.

Qualifications :

• Strong command of the English language
• Superior communication skills including active listening
• Knowledge of M365 technologies (Exchange, SharePoint, Teams, DNS, PowerShell, especially Copilot)
• Experience with O365 web applications and feature sets
• Excellent problem-solving skills
• Strong interpersonal skills
• Persuasion skills are a plus
• A positive attitude and the ability to build relationships with clients
• Ability to speak a second language may be advantageous

Device Requirements :

• Computer that is not joined to another company's domain nor managed by any remote management inventory systems or tools.
• Preferred : Dedicated laptop or PC for this project with no additional work or personal software installed
• OR have a PC with DUAL boot where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project
• OR have an additional USER profile dedicated only for this project with no other software running
• Minimum of 8 GB RAM, 16 GB recommended
• Core i3 processor (i5 recommended)
• Minimum of 256 GB Hard disk, 256 SSD recommended

Connectivity and Security :

• Ethernet connection required
• For security, freelancers will not connect to the provided systems and tools using WiFi
• Minimum 25 Mbps download speed & 10 Mbps upload speed
• No third-party antivirus software installed
• Media devices that are Teams compliant
• Microphone / headset with background noise canceling (not a phone headset)
• Webcam preferably compatible with Windows Hello Technology

Additional Information :

• If selected, you will need to complete onboarding steps including background check, identity verification, location check, and hardware confirmation.
• All information will be kept confidential according to EEO guidelines.
• The role is paid on a fixed basis per ticket resolved. Please submit a proposal with your experience with Microsoft 365 and your desired budget.

Why Choose Us

• We value diligence and teamwork
• Collaborate with subject matter experts to ensure timely case resolution
• Participate in innovation and customer satisfaction initiatives for large organizations

Remote Work : Employment Type : Contract

Key Skills

DHCP, SQL, Active Directory, VOIP, VMware, Customer Service, Windows, Troubleshooting, Java, VPN, SharePoint, hardware, DNS, Technical Support, Software Applications

Experience : years

Vacancy : 1

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