The Freelancer will utilize their experience in Microsoft 365 administration support and in managing customer support teams to lead their designated shift team in providing high quality technical support to Microsoft’s clients.
Job DescriptionThe operations lead will be responsible for the following, including but not limited to:
● Be responsible to support operations and Agents for any shift they lead to meet established SLAs.
● Meet weekly deadlines for ticket auditing of technical and soft skills application of Agents. This includes making assessments on ticket resolution quality and providing and implementing a solution for improvement within the specified week timeline.
● Manage all day-to-day operations, escalations, and general needs of Agents in time zone coverage and regular performance evaluations of Agents.
● Provide team leadership and mentorship to Agents per time zone.
● Provide insights based on Agent knowledge and previous experience in the area.
● Be responsible for screening internal candidates on technical & soft skills as needed for role changes.
● Assess capabilities of potential candidates coming to pipeline
● Ensure Agents complete their contract deliverables with respect for customers. For any incident where evidence is found proving with facts or data that an Agent treated a customer with disrespect or unprofessionally, the Operations Leads will analyze the situation and report it to Microsoft Operations Management to terminate access to Microsoft tools or systems for the Agent, pursuant to the terms of the applicable independent contractor agreement or employment agreement.
● Provide feedback and insights to Microsoft Operations Management to make Agents’, customer support and Microsoft services experience better.
● Communicate with Upwork regarding talent needs.
QualificationsFreelancer Hardware and Network Requirements
The Freelancer will provide their own tools at their own expense, including necessary hardware and software, and further agrees that the freelancer’s tools will meet the following device and tool requirements. Accepting this agreement without meeting these requirements will be considered a material breach and possible grounds for terminating the agreement:
Device and Tool Requirements
A laptop/PC with DUAL boot:
Boot 1: Personal and work partition.
Boot 2: Environment dedicated to the project.
Operating System: Windows 11 Pro compatible (latest updates installed and activated with a genuine product key).
Memory: Minimum of 16GB RAM
Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD.
Module: Trusted Platform Module (TPM) 2.0 version is required.
Storage: Minimum of 160GB SSD with 64 GB free space for the partition.
Network: LAN (local access network) required. Freelancers will not connect to the provided systems and tools using WiFi.
Internet Speed: Minimum of 50 Mbps upload/download speed.
Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update.
Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution.
Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation.
Monitor: Strongly suggest and prefer that freelancers use dual monitors. At least one monitor is required to have at least 1368x720 or higher resolution.
Skills Required
- Experience in Microsoft 365 administration support
- Experience managing customer support teams and leading shifts
- Ability to meet SLAs and manage escalations for assigned shifts
- Weekly ticket auditing including technical and soft-skill assessments and implementing improvements
- Screening and assessing internal and pipeline candidates for technical and soft skills
- Provide own tools and hardware meeting project device and tool requirements
- Dual-boot laptop/PC with a dedicated project environment and separate personal/work partition
- Operating System: Windows 11 Pro, latest updates installed and activated with genuine product key
- Minimum 16GB RAM
- Processor: Intel 8th generation (Coffee Lake) or newer, or AMD equivalent
- Trusted Platform Module (TPM) version 2.0
- Storage: Minimum 160GB SSD with at least 64GB free for project partition
- Network: LAN required; freelancers will not connect using WiFi
- Internet Speed: Minimum 50 Mbps upload/download
- Antivirus: Only Microsoft Defender allowed; no third-party antivirus
- Webcam: Microsoft Teams compatible, at least 720p resolution
- Microphone and Headset: USB 3.0, Microsoft Teams compliant, background noise cancellation
- Monitor: At least one monitor with 1368x720 resolution or higher (dual monitors strongly preferred)
- Ability to communicate and coordinate with Upwork regarding talent needs
What We Do
Lifted, an Upwork Company, is a B2B SaaS platform that helps enterprise organizations source, contract, manage, and pay contingent talent globally and compliantly. It supports multiple engagement models, including independent contractors, staff augmentation, and employer-of-record, while integrating with MSPs and VMSs to provide centralized visibility, spend control, and audit-ready compliance, delivering a white-labeled talent experience for hiring managers and contingent workforce programs.
