Company Description
Upwork is the world's largest marketplace and we support businesses connecting them with Independent talent from all across the globe.
One of our clients; an American multinational technology company, is in search of a Queue Manager who will support M365 team leads in overseeing the case volumes, quality and execution of deliverables. The freelancer will be managing the M365 technical case queue, ensuring all cases are responded to within SLA. This includes monitoring for tickets and coordinating escalations.
Job Description
Key responsibilities:
● Support Team Lead and Other QM (Queue Manager) in Accepting, Meeting SLA and Assigning Cases.
● Identifying the right case for the most Suitable Ambassadors.
● Grasping Challenges and collaborating with Team lead in Innovative Ideas.
● Helping the Team Lead with Functional and operational activities as per Requirements.
Qualifications
You should possess:
● Willingness to work and adapt with different tools
● Great English languages communication
● Solid communications skills
● Open to collaborate with TL and the ambassador in case of need
● Good Team Player
Please note that you willl be required to complete a recurring Identity Verification check (IDV) and the to be considered, you agree to meet the device and tool requirements listed below.
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 neither using any public networks.
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 canceling (not a phone headset)
Webcam, preferably compatible with Windows Hello Technology
There is a background check required for this contract, as permitted under applicable law. You understand and agree that the failure to pass this background check will be considered a material breach of the contract terms, and your contract will be ended immediately.
The program you will join fosters community, social good, diversity and inclusion.
Additional Information
The program the freelancer will join fosters community, social good, diversity and inclusion. Freelancer agrees to participate in suitable and convenient social positive, community, collaboration and diversity and inclusion related activities being active in those programs.