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M365 Case Volume Coordinator

2 weeks ago

Manila, National Capital Region, Philippines Upwork Full time

We are seeking a highly skilled Queue Manager to join our client's team, who will oversee the M365 technical case queue and ensure timely responses within SLAs. The successful candidate will work closely with team leads and QMs to accept, meet SLAs, and assign cases.

Responsibilities:
  • Manage case volume, quality, and execution of deliverables.
  • Coordinate escalations and identify suitable cases for ambassadors.
  • Collaborate with team lead on innovative ideas and challenges.

The ideal candidate will possess strong English language communication skills, solid communications skills, and be proficient in working with different tools.

Requirements:
  • Dedicated laptop or PC for this project with Windows 10 Pro (latest updates).
  • Minimum 8 GB RAM and Core i3 processor; Ethernet connection required.
  • No WiFi or public networks allowed; minimum 25 Mbps download speed & 10 Mbps upload speed.
  • No 3rd-party antivirus software installed; media devices compatible with Teams.