#962- M365 Queue Manager - (English)

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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.

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.

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. 

Device Requirements (a live verification will be conducted to ensure the following requirements are met prior to the start of the engagement):

• Dedicated Laptop or PC: For this project, with no additional work or personal software installed. The machine must not be joined to another company’s domain or managed by any remote management.

OR

• 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.