Address
Form of work One of Upwork's largest clients, a fortune 500 technology company, is in search of a self-driven, engaging excellent English communication skills to join our team as
Service Excellence Crew members. These individuals will primarily serve on the clients' team that solves inquiries and tickets for new products.
Job Description
- Take customer or internal Microsoft 365 case escalations and complaints.
- Follow up with the respective support ambassadors.
- Check case status and send regular updates to stakeholders.
- Ensure cases are dealt with properly until their resolution.
- Send initial case response communication and regular case progress updates.
- Conduct post-mortem analysis after each case.
- Track all learnings from case escalations for insights and process improvement.
- Assist in case quality during times with no case escalations.
Qualifications
- Advisory or technical implementation experience
- Strong consultative skills in a Microsoft 365 environment
- Experience as an Escalations Specialist or M365 product SME
- MVPs, MCTs, MCSAs, MCSEs certifications are highly preferred but not mandatory.
- RAVE experience (a plus but not required)
Additional Information
- Work with a fortune 500 company
- Join a community of passionate technical experts
- Work with futuristic M365 products
