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.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.

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:

The Get Help Support Escalation Manager is responsible for handling customer/partner escalations that come to the team through various internal channels. Escalations will require direct customer interaction with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations.
Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Support Escalation Managers represent Microsoft by providing world class service and displaying our core principles in all their work.
A Support Escalation Manager should be a role with below responsibilities:

• Advocate – a person who pleads on someone else's behalf.
• Facilitate – make (an action or process) easy or easier.
• Liaison – communication or cooperation which facilitates a close working relationship between people or organizations.
• Escalate – to raise an issue to a higher level in support or management.
• Empathy – the ability to understand and share the feelings of another.

Qualifications:

Required Qualifications:

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
o OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience
o OR equivalent experience

• Preferred Qualifications
• 3+ years customer service, technology industry, or related experience.
• Business English written and Fluent verbal communication skills.
  o English Language Level C1 as per CEFR (equals to the assessment level per the locations like IELTS 8, or CET 6 or above).
  o Fluent Mandarin Languages - written and speaking is a must
• Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
• Ability to identify short term mitigation and propose options for longer term resolution.
• Ability to manage and work within ambiguity to reach a successful outcome.
• Ability to influence and build relationships in an international environment.
• Collaborative team player with strong stakeholder management skills.
• Strong prioritization and time management.
• Excellent at multi-tasking & task prioritization.
• Certifications relevant to the Microsoft products are helpful.

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.