M365 Subject Matter Expert (SME)

The freelancer will act as Tier 2 Technical Support to serve as an escalation point utilizing a deeper level of knowledge to resolve customer support requests. This includes:

• Monitoring tickets in DFM
• Coordinating escalations in DFM
• Making assessments on ticket resolution quality
• Providing and implementing a solution for improvement

Additional tasks in support of the project growth may be requested ad hoc, EG

• Undergo upskilling to stay current with new releases
• Onboarding new SMEs
• Training ambassadors
• Performing screenings for potential new SMEs according to tech specialty

All your information will be kept confidential according to EEO guidelines.