IT Technical Support Expert (Italian) - Microsoft 365 (Freelancer via Shakers)

Role Overview:

We are seeking dynamic and knowledgeable Microsoft 365 IT Support Specialists (Italian Speakers) to enhance our team.

Your role will involve customer interactions, both reactive and proactive, with a focus on leveraging these engagements to drive product-led growth.

As a member of this team, you will be the initial point of contact for customers, providing expert guidance and support to maximize their use of Windows and Microsoft 365 technologies.

Your role is essential in understanding customer requirements and transforming them into customized technical solutions, encouraging the use of Microsoft AI (Copilot).

You will also collaborate with internal teams to accurately and precisely document product feedback, usage, likes, dislikes and limitations, ensuring they are meticulously recorded in our internal tracking systems.

Key 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.

Additional Notes:

• Community Engagement and Technology Literacy are encouraged as part of continuous learning and staying updated with industry trends.
• A commitment to innovation, learning, and adaptability is essential for continuous growth.