.**Company Description**The team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and looking for talented people with a passion for solving complex issues and an obsession for customer happiness.- Provide online support for Spanish and English speaking Office 365 customers.- Solve customer issues in problem areas primarily of Downloading, installing, and activating Office 365 and Windows.- Scope a customer's issue by collecting the relevant facts and investigate the problem by utilizing provided resources, by involving others as needed and doing your own research in real-time- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and Windows.- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.- Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.**Qualifications** General skills**- Self-driven with the technical aptitude to problem solve- Creative thinker with troubleshooting intuition, who seeks opportunities for improvement- Detail-oriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more- Early adopter who embraces new technologies- Flexibility to adapt in fast-paced environments- Proven ability to thrive both in a dynamic team environment as well as working solo when appropriate.- Knowledge of Microsoft Windows, Microsoft Office Suite and OneDrive.**Communication**- Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to non-technical users, and drive empathy and rapport with customers.- Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues.- Calm demeanor in the face of occasional adversity- Ability to meet customers where they are in their technical understanding - engage customers at their level.- Demonstrated ability to de-escalate tense situations and drive to consensus with positive outcomes.**Product area expertise**- General knowledge and/or experience with Microsoft Office Suite, Windows, and OneDrive.- Bonus for familiarity with troubleshooting scenarios to get O365 up and running