Overview:

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities:

Case Management (Delivery Excellence)
Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes; ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.

Managing Collaboration Activities:

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.

Process Improvement

Helps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serves as an early warning system, notifies appropriate impacted audiences, and makes recommendations on how to fix it. Improves existing troubleshooting workflows and may partner with engineers to develop new troubleshooting tools. Generates process improvement ideas by analyzing trends (e.g., case types, volumes). Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Evangelizes processes and process improvements.

Readiness Development

Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. May work with various teams to optimize the curriculum by reducing the delivery time or enhancing the material. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers SDMs, Delivery Partner Managers DPMs, Managers of Delivery teams, product engineering team). Performs technical mentoring of others to share technical expertise. Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Contributes to the success of the team by providing mentoring, coaching, and role readiness training.

Supportability Activities

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming or emerging issue, and other operational processes to ensure the right individuals and resources are in place to resolve issues in a timely fashion. Collaborate with various stakeholders (e.g. Supplier Delivery Managers SDMs, Delivery Partner Managers DPMs, Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency.

Qualifications:

Required Qualifications:

Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 6+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience

o OR 8+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience

o OR equivalent experience

4+ years of prior product, customer support and/or technical support experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.