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One of our clients; an American multinational technology company, is in search of a Microsoft Teams Phone Consultant which is a part of their New Product Playbook line of business.

In this role, you will provide support and consultancy to customers and SMB (Small Business) companies that use the Microsoft Teams Phone services to configure services and help on Microsoft Teams app setup, configuration and troubleshooting on their phones. You will help them troubleshoot and resolve any problems that customers might encounter, such as app crashes, audio/video issues, or synchronization problems. You will also guide them through the features and functionalities of the app, such as chat, video meetings, and collaboration tools. You will also gather customer feedback on the product to connect with the product-engineering teams to make the product better and provide customer insights.

As a Microsoft Teams Phone Consultant, your main responsibilities will include:

• Answering incoming requests from customers who need assistance with the Microsoft Teams Phone Configuration in the customer tenants and help resolving any client-issues related it.
• Identifying the root cause of the issue and providing the best possible solution.
• Explaining the features and benefits of the Microsoft Teams Phone Service and client applications and how to use them effectively.
• Escalating complex or unresolved issues to the appropriate team or department.
• Documenting the details of each case and the actions taken.
• Following up with customers to ensure their satisfaction and collect feedback.

To be successful in this role, you will need to have the following skills and qualifications:

• Phone Operating Systems: Understanding the intricacies of the operating systems (like Android, iOS) on which Microsoft Teams runs is crucial. This includes knowledge of system settings, app installation and management, and handling OS updates.
• Setup and Configuration: How to setup phone numbers, PSTN calling, setup Teams software and navigate through different Microsoft Teams calling plans.
• Microsoft Teams Software: You should be familiar with the features and functionalities of the Microsoft Teams app, including chat, video meetings, and collaboration tools. Understanding how these features interact with the phone's hardware and software is also important.
• Networking: A strong understanding of networking concepts is essential, as many issues may stem from connectivity problems. This includes Wi-Fi and mobile data networks, VPNs, firewalls, and understanding of network protocols.
• Troubleshooting and Debugging: You should be able to diagnose and resolve common issues with the app, such as crashes, audio/video issues, or synchronization problems. This might involve interpreting error messages, checking system logs, or adjusting app or system settings.
• Customer Support Skills: Besides technical knowledge, strong communication and customer service skills are important. You should be able to understand the problems described by users, guide them through the steps to resolve the issue, and explain the solutions in a clear, understandable manner.
• Work Experience: You should have at least one year of experience in providing phone-based technical support, preferably for software or mobile applications. Experience with Microsoft Teams or other Microsoft products is required. Additional Microsoft 365 workloads (EXO,SPO,ODB etc) is a big plus.
• Language Skills: You should be fluent in English, both written and spoken. Knowledge of other languages, such as French or Spanish, is an asset but not mandatory.

You can check about what is Microsoft Team Phone through this link: Microsoft Teams Phone | Microsoft Teams.

• You will work as a freelancer, providing support to USA and Canada customers in those business hours in English. You will need to have a very reliable internet connection, a phone with the Microsoft Teams app installed, and a noise cancellation headset with a microphone.

• Fortune 500 Client

• Competitive Pay

• Remote Work

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