About The Role

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
Strong M365 administration knowledge and hands-on experience
Advanced knowledge in at least one relevant M365 technology/specialty
Experience providing Tier 2 technical support and handling escalated customer issues
Ability to troubleshoot, diagnose and resolve complex technical issues
Experience working with IT tickets and escalation processes including DFM
ability to assess ticket resolution quality an d identify areas for improvement
Ability to devlop and implement technical/process improvments
Willingness and ability to stay current with M365 updates and new releases
Experience or aptitude for knowledge sharing and training
Excellent native or bilingual English + Language supported speaking and writing skills
Strong written and verbal communication skills
Ability to clearly explain technical concepts and solutions to different audiences
Strong collaboration skills when coordinating escalations and working with other support teams
Ability to act as a technical escalation point and provide expert guidance
Ability to mentor and train ambassadors or other SMEs
Ability to participate in technical screenings/interviews and assess candidates according to their technology specialty
Strong analytical and decision making skills
Proactive aproach to identitying and implementing improvments