We are seeking dynamic and knowledgeable Microsoft 365 Ambassadors 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 an ambassador, 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.

 

Qualifications:

A deep understanding and experience in Product Led Growth support principles and practices. 

Extensive experience with Windows and Microsoft 365 technologies in various roles.

Strong ability to troubleshoot, optimize, and enhance customer use of the platform.

Excellent communication skills with a passion for helping customers.

Proactive approach to identifying and addressing customer needs.

Ability to work effectively and manage multiple tasks in a remote, fast-paced environment.

Familiarity with Microsoft AI (Copilot) and a commitment to its promotion and usage.

Demonstrated ability to gather, analyze and translate customer feedback into actionable insights for product improvement.

 

Compensation:

Our pay-per-outcome model aligns with our dedication to customer experience and product-led growth. While there may be slight variations across different business lines, the essence of our compensation structure is consistent. Ambassadors are rewarded for their exceptional customer service, their engagement in product-led discussions, their ability to identify and fulfill customer needs, and their success in promoting the adoption of Windows, Microsoft 365 and Microsoft Copilot technologies. Performance evaluations and compensation are determined on a case-by-case basis, ensuring that your contributions directly impact customer success and our strategic objectives.

Precise, detailed, and accurate documentation of customer interactions in our tools and systems is crucial. Insufficient documentation can lead to a reduced number of cases assigned, which may affect an ambassador's earnings.

 

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.

 

✅ Cette offre est réservée uniquement aux freelances africains.

✅ Nous cherchons à travailler directement avec le freelance.

Merci de ne pas postuler si vous êtes une société ou un intermédiaire. Nous ne recherchons pas de salariés mis à disposition par des agences.

💰 Rémunération : jusqu’à 1000€ par mois (pour un temps plein).

Ce budget correspond à la moyenne que nous proposons pour ce type de mission.

Si tu es disponible, motivé(e), et que tu travailles en indépendant : on a hâte de te lire !