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Role Overview:
We are seeking dynamic and knowledgeable Microsoft 365 IT Support Specialists (Dutch Speakers) 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. 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 document product feedback, usage, likes, dislikes, and limitations in our internal tracking systems.
Key Responsibilities:
* Customer Interaction: Address customer concerns and queries through various channels (phone, web, mail, chat), ensuring customer satisfaction and retention.
* Technical Expertise: Use your knowledge of Windows and Microsoft 365 workloads to resolve issues, assist with product setup, and improve user experience. Leverage your background in systems administration, technical support, design, architecture, consultancy, or technical pre-sales related to Microsoft 365 technologies.
* Product-Led Growth: Identify opportunities to promote additional Windows, Microsoft 365 workloads, and subscriptions during customer interactions to increase engagement and adoption.
* Business Needs Assessment: Analyze customer needs, convert them into technical solutions, and recommend suitable Microsoft 365 tools and features.
* Product Usage and Limitations: Track insights on Windows, Microsoft 365, and Copilot usage and limitations accurately in internal tools.
* Customer Journey Facilitation: Guide customers from initial setup to advanced usage of Microsoft 365, ensuring a seamless experience.
* Feedback and Improvement: Collect customer feedback for product enhancement and collaborate internally to address concerns.
* Cross-functional Collaboration: Work across different business lines within Amplify to resolve support tickets, maintaining high customer service standards.
* Documentation: Maintain detailed case records in internal systems.
* Ethics, Privacy, Security, and Compliance: Follow Microsoft's policies, document interactions carefully, escalate issues when necessary, and ensure compliance with protocols.
Additional Notes:
* Community engagement and technology literacy are encouraged for continuous learning and industry awareness.
* A commitment to innovation, learning, and adaptability is essential for growth.
Seniority level: Not Applicable
Employment type: Full-time
Job function:
* Information Technology
* Software Development
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Location: Alcobendas, Community of Madrid, Spain
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