Job Description SMB Migrations (French Speaker) :
Location: Remote (Anywhere in the world)
About Us (Microsoft 365 Product Team):
We are at the cutting edge of delivering unparalleled technical support and advisory services to Microsoft 365 commercial customers around the globe. Our commitment extends beyond just solving problems; we aim to empower our clients, helping them to harness the full potential of Microsoft technologies through our dedicated product-led growth interactions. Operating around the clock, we pride ourselves on setting the standard for excellence in service, innovation, and client relationships. We invite you to join us in this journey, where your efforts are integral to the success and growth of our clients and our organization.
Key Responsibilities:
-
Customer Interaction: Address customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat), ensuring customer satisfaction and retention.
-
Technical Expertise: Migrating to Microsoft 365 can be a significant change for customers. Whether the customer is encountering specific migration challenges or have general inquiries about Microsoft 365, you will employ your comprehensive knowledge and experience of migrations using 1st party tools and Microsoft 365 workloads to providing the best assistance possible and deliver a positive experience about Microsoft 365 products and support services.
-
Product-Led Growth: Identify opportunities to promote additional Microsoft 365 workloads and subscriptions during customer interactions to increase customer engagement and adoption.
-
Business Needs Assessment: Analyze customer business needs, convert them into actionable technical solutions and recommend appropriate Microsoft 365 tools and features to achieve those objectives.
-
Product Usage and Limitations: Track customer insights on Microsoft 365 and Copilot usage and limitations precisely in internal tools.
-
Customer Migration Experience: Guide customers through the migration process and ensure a seamless transition to Microsoft 365, from initial setup and migration of data to advanced usage ensuring seamless and productive experience.
-
Feedback and Improvement: Collect and document customer feedback for product improvement and collaborate with internal teams for effective tracking and addressing product concerns.
-
Cross-functional Collaboration: Work across different lines of business within Amplify to efficiently address and resolve Support tickets. While you will primarily focus on a specific business line, you may be called upon to handle tickets across different lines of businesses, both proactive and reactive. You will adapt to diverse payment models and the unique aspects of each business, all while upholding our commitment to exceptional customer service.
-
Documentation: Maintain extraordinary case documentation in all internal tools and systems in a clean, precise and detailed manner.
-
Ethics, Privacy, Security, and Compliance: At Microsoft, trust is paramount. Upholding Microsoft's security and privacy policies is essential, and ethical conduct is expected without exception. Ambassadors are required to rigorously follow internal case management procedures, meticulously document all interactions, escalate cases when necessary, and ensure strict compliance with our established protocols.
Qualifications:
- French speaker
- Proficiency in M365 administration and 1st party migration tools.
- Experience with emails and documents migrations from 3rd party providers to M365.
- Experience with emails and documents migrations from on-premises environments to M365.
- Experience in managing Microsoft Exchange hybrid environments.
- Relevant certifications such as Microsoft Certified: Exchange Online Support Engineer Specialty, Microsoft Certified: Messaging Administrator Associate, Microsoft 365 Certified: Teams Administrator Associate, Microsoft 365: Administrator Expert, or similar are a plus.
