Job Description

Company Description

One of Upwork's largest clients, an American multinational technology company, is in search of a Japanese speaking M365 IT customer support agent- Grace period support with strong communication skills and basic knowledge on M365 technologies to work remotely between 1am- 9am UTC Monday-Friday.

Responsibilities:

• The agent will proactively contact and provide solutions to customers who have M365 subscriptions currently in "Grace" period, which includes any of the following: the existing payment method is expired, declined by the bank. The freelancer will support the customer by assisting them to re-add their payment.



Qualifications Requirements:

• Fluency in Japanese and English
• Superior communication skills including active listening
• General knowledge on M365 technologies (Exchange, SharePoint, Teams, DNS, PowerShell, etc.)
• Experience with O365 web applications and feature sets
• Excellent problem-solving skills
• Strong interpersonal skills
• Persuasion skills are a plus
• A positive attitude and the ability to build relationships with clients
• Ability to speak a second language may be advantageous

To be considered for this this project, candidates MUST have the following device requirements:

• Computer that is not joined to another company's domain, neither managed by any remote management - inventory systems or tools. Preferred:
• Dedicated laptop or PC for this project with no additional work or personal software installed
• OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project
• OR have an additional USER profile dedicated only for this project, with no other software running
• 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)
• Ethernet connection required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi
• A minimum of 25 Mbps download speed & 10 Mbps upload speed
• No 3rd-party antivirus software installed
• Media devices that are Teams compliant
• Microphone/headset with background noise cancelling (not a phone headset)
• Webcam, preferably compatible with Windows Hello Technology



Additional Information

• Work with a fortune 500 company
• Competitive pay based on number of tickets solved
• Join a global community of IT specialists