Microsoft 365 Business Advisor

Microsoft • Full-time • Remote (FL, US) • $18 - $21 / hour • 4m ago

Microsoft 365 Business Advisor

The Microsoft Business Advisor is the first point of contact for new Microsoft customers, providing technical support, business advice, and recommendation on needs to maximize the benefit of their M365 subscriptions, in particular a successful team member in this role will:

Consultatively guide the customer in their new journey with Microsoft, making sure they understand the customer’s business goals and taking the time to orient the customer to solutions that would be a fit to their goals.
Capture the voice of the customer including product insights, support experience, blockers, etc. for communication back to Microsoft to make the products better.
Solve small M365 business customers issues through technical support for the entire suite of Microsoft products and applications.
Ensure customers gain high value out of their new experience with M365 products and applications.
Provide the highest customer experience in solving customer issues and with a high degree of M365 product knowledge.
Serve as the product expert for M365 suite of applications and their capabilities, staying current on the latest product reviews, updates, and roadmaps.

A day in the life of a Business Advisor:

You will be responsible to take a minimum of 7 new cases per day starting with the 1st hour of your shift.
Cases are initiated through chat you will quickly convert to voice.
Each case s includes a value conversation capturing insights about the customers Microsoft 365 experience including product likes, dislikes, wish list, blockers, etc.
You are required to make meaningful contact with each customer in your backlog no more than every 48 hours.
The final conversation with the customer should be over the phone (call to close) and transferring them to the phone survey.

Measurements of your Success: (Monthly Bonus Opportunities)

Productivity - Number of cases taken per day - Target is a minimum of 7 new cases per day
Customer Satisfaction (SSAT) - Based on the customers surveys - Target is a score of 190 out of 200
Survey Response Rate (SRR) - The number of surveys received vs. the number of cases closed - Target is 40%
Value Conversation Rate - The percentage of documented value conversation compared to cases taken - Target is 100%

Background and Experience Required to be Successful in this role, as well as others within Mural:

Prior Tier 2 or Tier 3 experience supporting Microsoft Office 365 Business products.
Experience with cloud-based application suites such as Office365 or AWS in a PC or Mac environment.
Experience in administration of Office365 workloads (Exchange Online, SharePoint Online, Microsoft Teams, Yammer, OneDrive for Business), including DNS requirements and user mastery scenarios.
Provide timely interaction, troubleshooting (on M365 such as Teams, Outlook, OneDrive, SharePoint, and Exchange), and issue resolution, including managing active daily case backlogs.
A minimum of 1 year of experience in a similar role, preferably working with Microsoft 365 applications or similar platforms in a Technical Support or Help Desk Support capacity.
Experience in a virtual performance-based environment.
Strong consultative communication skills, verbal and written, combined with excellent interpersonal abilities.
High School Diploma or equivalent required, with an associate or bachelor’s degree in a technical discipline preferred.
Any Microsoft certifications (MS900, SC-900, etc.).
Customer service and organizational skills.
While technical break/fix is a part of this role, most importantly is being highly consultative, understanding customer needs and fitting solutions, consulting on options, and educating the customer is a key focus on every interaction.

THIS IS A FULLY REMOTE – WORK FROM HOME POSITION

20-day paid training class; Monday – Friday, 7:00 am – 4:00 pm MST (Arizona Time).

Currently Hiring In:

Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Louisiana, Michigan, Mississippi, North Carolina, Ohio, Oklahoma, Pennsylvania, Tennessee, Texas, Wyoming

Hourly pay of $18.00 - $21.00 based on experience + plus monthly performance bonus

All equipment will be provided, including a PC, dual monitors, keyboard, mouse, and headset.

ISO compliance requires all candidates to have a reliable high speed internet connection via a cable modem and ethernet cable, and a private home office environment, free from any disruptions, other members in the environment from viewing screens, and no paper, writing or recording devices in the immediate area.

All successful candidates must pass a background check before employment.

Mural Consulting is an industry leader in cloud computing strategy, technical services, and ongoing support for Microsoft's full suite of collaboration applications, such as Microsoft 365 (M365). We are a values-based organization dedicated to helping our clients, partners, and customers succeed. With white-label customer support, over 18 years of experience, and 750,000+ business customers served, we excel in delighting our customers. Through our strategic solutions and partner services, we help clients, customers, and businesses maximize efficiency, reduce costs, and increase profitability. Mural is headquartered in Tucson, Arizona, and has employees in more than a dozen states.

Company Benefits Include:

Multiple comprehensive medical, dental, and vision plans with a 70% premium contribution from the company.
Career advancement with additional paid training to more technical roles.
Company paid basic life insurance with additional voluntary coverage amounts for employee, spouse, and children.
401k retirement plans.
Short and long-term disability plans.
Voluntary Accident, Critical Illness, Hospital Indemnity, and Pet Insurance through MetLife.
Company-sponsored employee assistance program.
Microsoft certification reimbursement.
80 hours of PTO plus 8 hours of Birthday PTO.
An additional $5.00 an hour added to base hourly rate on worked holidays.
Shift differential for overnight shifts.
BalanceCare Health Advocacy.
Working Advantage membership - discounts on goods, services, travel, and more.
FinFit financial membership.
Skylight Pay Options.
Payactiv Pay Advance.
Gym membership enrollment fee reimbursement.
Employee referral bonus.

Mural Consulting is committed to the principle of equal employment opportunity for all employees and applicants for employment and provides employees with a work environment free of discrimination and harassment.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits: