Consumer Windows - English(DE) at Upwork

Core Job Responsibilities:

• Provide online support for ( Language )speaking Microsoft Office customers
• Solve customer issues in problem areas primarily of Downloading, installing, and activating Microsoft Office and Windows
• Scope a customer’s issue by collecting the relevant facts and investigate the problem by utilizing provided resources, by involving others as needed and doing your own research in real-time
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and Windows
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience
• Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations

Who we are looking for:

General skills

• Self-driven with the technical aptitude to problem solve
• Creative thinker with troubleshooting intuition, who seeks opportunities for improvement
• Detail-oriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more
• Early adopter who embraces new technologies
• Flexibility to adapt in fast-paced environments
• Bonus to have previous experience in customer support, especially for operating systems, software, applications and/or services
• Proven ability to thrive both in a dynamic team environment as well as working solo when appropriate.
• knowledge of Microsoft Windows, Microsoft Office Suite and OneDrive

Communication

• Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to non-technical users, and drive empathy and rapport with customers
• Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues
• Calm demeanor in the face of occasional adversity
• Personable and professional representatives of Microsoft
• Ability to meet customers where they are in their technical understanding – engage customers at their level.
• Demonstrated ability to de-escalate tense situations and drive to consensus with positive outcomes

Product area expertise

• General knowledge and/or experience with Microsoft Office Suite, Windows, and OneDrive.
• Bonus for familiarity with troubleshooting scenarios to get M365 up and running.
• Most common scenarios include:
• How to download Office and Windows
• How to install and update Office and Windows
• How to activate Office and Windows
• Windows licensing and activation (already included)
• Working with Device Manager: fixing peripheral issues
• Recovery options in Windows 10
• Windows Update and Upgrade issues

Device Specifications:

• Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools
• Windows 10 Pro (latest updates installed)
• Minimum of 8 GB Ram (16 is recommended)
• Core i3 processor (i5 is recommended)
• Minimum of 256GB Hard disk (256 SSD is recommended)
• LAN (local access network) required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi.
• A minimum of 25 Mbps downloads and 10 mbps uploads Internet connection 
• No 3rd-party antivirus software installed
• Microphone/headset with background noise canceling (not a phone headset)
• Webcam, preferably compatible with Windows Hello Technology

Benefits

• Work with a multinational technology company
• Be part of an incredible team
• This role is remote, which means you can work from home or anywhere!
• Competitive Pay !
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