Shakers · 2 hours ago
M365 Admin Center Technical Support Expert (English) @ Microsoft (Freelancer via Shakers)
United States
Full-time
Remote
Mid LevelShakers is seeking dynamic M365 Technical Support Specialists to enhance their team. The role involves customer interactions to provide expert guidance on Windows and Microsoft 365 technologies, driving product-led growth and ensuring customer satisfaction.
Artificial Intelligence (AI)ConsultingFreelanceHuman ResourcesSoftwareVirtual Workforce
Responsibilities
Customer Interaction: Address customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat), ensuring customer satisfaction and retention
Technical Expertise: Employ your comprehensive knowledge of Windows and Microsoft 365 workloads to resolve issues, assist customers with product setup, and enhance their platform experience. Draw upon your background in systems administration, technical support, design, architecture, consultancy, or technical pre-sales in Microsoft 365 technologies to provide superior solutions
Product-Led Growth: Identify opportunities to promote additional Windows, Microsoft 365 workloads and subscriptions during customer interactions to increase customer engagement and adoption
Business Needs Assessment: Analyze customer business needs, convert them into actionable technical solutions and recommend appropriate Microsoft 365 tools and features to achieve those objectives
Product Usage and Limitations: Track customer insights on Windows, Microsoft 365 and Copilot usage and limitations precisely in internal tools
Customer Journey Facilitation: Guide customers through their Microsoft 365 journey, from initial setup to advanced usage ensuring seamless and productive experience
Feedback and Improvement: Collect and document customer feedback for product improvement and collaborate with internal teams for effective tracking and addressing product concerns
Cross-functional Collaboration: Work across different lines of business within Amplify to efficiently address and resolve Support tickets. While you will primarily focus on a specific business line, you may be called upon to handle tickets across different lines of businesses, both proactive and reactive. You will adapt to diverse payment models and the unique aspects of each business, all while upholding our commitment to exceptional customer service
Documentation: Maintain extraordinary case documentation in all internal tools and systems in a clean, precise and detailed manner
Ethics, Privacy, Security, and Compliance: At Microsoft, trust is paramount. Upholding Microsoft's security and privacy policies is essential, and ethical conduct is expected without exception. Ambassadors are required to rigorously follow internal case management procedures, meticulously document all interactions, escalate cases when necessary, and ensure strict compliance with our established protocols
Qualification
Required
Dynamic and knowledgeable M365 Technical Support Specialists (English Speakers)
Customer interactions, both reactive and proactive
Expert guidance and support to maximize use of Windows and Microsoft 365 technologies
Understanding customer requirements and transforming them into customized technical solutions
Encouraging the use of Microsoft AI (Copilot)
Collaborating with internal teams to document product feedback, usage, likes, dislikes and limitations
Addressing customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat)
Employing comprehensive knowledge of Windows and Microsoft 365 workloads to resolve issues
Assisting customers with product setup and enhancing their platform experience
Background in systems administration, technical support, design, architecture, consultancy, or technical pre-sales in Microsoft 365 technologies
Identifying opportunities to promote additional Windows, Microsoft 365 workloads and subscriptions
Analyzing customer business needs and converting them into actionable technical solutions
Recommending appropriate Microsoft 365 tools and features
Tracking customer insights on Windows, Microsoft 365 and Copilot usage and limitations
Guiding customers through their Microsoft 365 journey
Collecting and documenting customer feedback for product improvement
Collaborating with internal teams for effective tracking and addressing product concerns
Working across different lines of business to address and resolve Support tickets
Maintaining extraordinary case documentation in all internal tools and systems
Upholding Microsoft's security and privacy policies
Following internal case management procedures and documenting all interactions
Escalating cases when necessary and ensuring strict compliance with established protocols
Preferred
Community Engagement and Technology Literacy
Commitment to innovation, learning, and adaptability
Company
Shakers
Shakers connects companies with freelance professionals through an AI-powered platform.
Founded in 2021
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$23.82MKey Investors
PartechScaleup Spain NetworkClave Capital
2025-05-13Series A· $15.53M
2023-10-30Seed· $6.37M
2023-07-12Non Equity Assistance
Leadership Team
Adrián de Pedro
Co-Founder | Chief Product Officer
Recent News
Seattle TechFlash
2025-09-15
Company data provided by crunchbase