Upwork has partnered with an American Multinational technology company focused on enabling digital transformation for the era of an intelligent cloud and an intelligent edge. 

Our client empowers every person and organization to achieve more and to continue that mission they need a self-driven Windows, Office and Office for MAC IT specialist to help solve IT tickets. The IT ticket needs will vary depending upon the request;  they typically include questions surrounding the admin’s knowledge of the O365 web application, registering and buying domains, downloading and installing Office, and using the O365 feature set.

This is a terrific opportunity for professionals who are seeking to work with a global team. You get to work remotely (from your home office), flexible schedule/shifts, and more. If you are an Independent contractor or looking for a more flexible way to work full-time, we want to talk to you!

You will focus on: 

• Providing online support for English speaking Office 365 customers- for Windows, Office and Office for MAC
• Solving customer issues in problem areas primarily of: downloading, installing, and activating Office 365 and Windows
• Scoping 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
• Empowering customers to find information, self-solve when they decide to, and learn more about Office 365 products and services and Windows
• Documenting your technical work and research to help your colleagues, improve the product, and improve the support experience
• Maintaining a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations

Your profile: 

• You have experience troubleshooting Windows and Office
• You are self-driven and a natural problem-solver
• You are a creative thinker with troubleshooting intuition, who constantly seeks opportunities for improvement: eagerness to learn, willingness to take on new challenges and motivation to do more
• You are detail-oriented and dependable
• You adapt easily to fast-paced environment and you are curious about new technologies
• You value team-work and you strive in a dynamic team environment
• You possess strong communications skills and you effectively guide and articulate recommendations to non-technical users; you drive empathy and rapport with customers
• Excellent and professional English speaking and chat skills.

Technical Requirements:

• General knowledge and/or experience with Office 365 (Windows and Office, Office 365 products as an end-user)
• Bonus for familiarity with troubleshooting scenarios to get Office 365 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

Device Specifications:

• PC or Laptop 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 Internet connection with equal download & upload speed (20 Mbps is recommended)
• No 3rd-party antivirus software installed
• Microphone/headset with background noise canceling
• Webcam, preferably compatible with Windows Hello Technology

Work with a Multinational Technology company

Flexibility

Fully remote

All your information will be kept confidential according to EEO guidelines.