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Company Description
Upwork is the world's largest marketplace and we support businesses connecting them with Independent talent from all across the globe.
One of our clients; an American multinational technology company, is in search of a English speaking M365 Technical Advisor - Teams SME.
About the Role:
As a freelancer technical support for Microsoft Teams Devices, you will provide remote assistance to customers who are using various types of devices that are certified for Microsoft Teams.
You will troubleshoot and resolve issues related to
- Teams Rooms
- Phones, Panels,
- Displays,
- Teams Admin Center
You will also escalate complex cases to the appropriate teams and follow up until resolution. You will work with a global team of support engineers and collaborate with other Microsoft teams and partners.
Responsibilities
• Provide technical support for Microsoft Teams Devices via phone, email, chat, or web portal.
• Diagnose and resolve issues related to device configuration, connectivity, functionality, performance, and compatibility.
• Use various tools and resources to troubleshoot and provide solutions to customers.
• Document and update case details and customer feedback in the CRM system.
• Escalate complex or unresolved cases to the appropriate teams and follow up until resolution.
• Keep up to date with the latest product updates, features, and best practices.
• Provide feedback and suggestions to improve product quality and customer satisfaction.
Qualifications
Qualifications
• At least 2 years of experience in technical support or customer service role.
• Strong knowledge and skills in Microsoft Teams and Teams Devices, including Teams Rooms, Phones, Panels, Displays, Teams Admin Center, and Pro Management.
• Familiarity with the certified Microsoft Teams Devices and peripherals
• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner.
• Ability to work independently and as part of a team, with a customer-oriented mindset and a problem-solving attitude.
• Flexible and adaptable to changing work schedules and environments.
• Fluent in English and at least one other language.