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 for taking a minimum of 7 new cases per day starting with the 1st hour of your shift.
Cases will be initiated through chat but should be converted to voice.
Each case should include a value conversation capturing insights about the customers Microsoft 365 experience including product likes, dislikes, wish list, blockers, etc.
You are required to make 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 - Taking a minimum of 7 new cases per day
Customer Satisfaction (SSAT) - A minimum score of 190 out of 200 based on the customers survey
Survey Response Rate (SRR) - The number of surveys received vs. the number of cases closed
Value Conversation Rate - The percentage of documented value conversation compared to cases taken
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.
