**Company Description**
The team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
- Provide online support for Spanish and English speaking Office 365 customers.
- Solve customer issues in problem areas primarily of Downloading, installing, and activating Office 365 and Windows.
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by utilizing provided resources, by involving others as needed and doing your own research in real-time
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and Windows.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
**Qualifications** General skills**
- Self-driven with the technical aptitude to problem solve
- Creative thinker with troubleshooting intuition, who seeks opportunities for improvement
- Detail-oriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more
- Early adopter who embraces new technologies
- Flexibility to adapt in fast-paced environments
- Proven ability to thrive both in a dynamic team environment as well as working solo when appropriate.
- Knowledge of Microsoft Windows, Microsoft Office Suite and OneDrive.
**Communication**
- Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to non-technical users, and drive empathy and rapport with customers.




- Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues.
- Calm demeanor in the face of occasional adversity
- Ability to meet customers where they are in their technical understanding - engage customers at their level.
- Demonstrated ability to de-escalate tense situations and drive to consensus with positive outcomes.
**Product area expertise**
- General knowledge and/or experience with Microsoft Office Suite, Windows, and OneDrive.
- Bonus for familiarity with troubleshooting scenarios to get O365 up and running.
**Most common scenarios include**:
- How to download Office and Windows
- How to install and update Office and Windows
- How to activate Office and Windows
- Windows licensing and activation (already included)
- Working with Device Manager: fixing peripheral issues
- Recovery options in Windows 10
- Windows Update and Upgrade issues
**Device Specifications**:
- Computer that is not joined to another company’s domain, neither managed by any remote management - inventory systems or tools
- Windows 10 Pro (latest updates installed)
- Minimum of 8 GB Ram (16 is recommended)
- Core i3 processor (i5 is recommended)
- Minimum of 256GB Hard disk (256 SSD is recommended)
- LAN (local access network) required
- For security requirements, freelancers will not connect to the provided systems and tools using WiFi.
- A minimum of 10 Mbps Internet connection with equal download & upload speed (20 Mbps is recommended)
- No 3rd-party antivirus software installed
- Microphone/headset with background noise canceling (not a phone headset)
- Webcam, preferably compatible with Windows Hello Technology
- Quiet place to work.
**Additional Information**
- Fortune 500 Client
- Competitive Pay
- Remote Work
All your information will be kept confidential according to EEO guidelines.

📌 #691Ambassador (Consumer) - Spanish (Ciudad de México)
🏢 Upwork
📍 Ciudad de México