Full Job DescriptionMicrosoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.
An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution/Solution/etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.
A Service TA is focused on the success of one or more services and of the overall pod/team. You will own service metrics such as Speed of Resolution/Solution/etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod/team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents.
Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and contentOwn Case management duties (technical review/triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to… measures)Enable swarming and collaboration activities, including advanced troubleshootingApprove and review escalations (regardless of destination – to Escalation Engineer or Engineering Group)Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)Ensure landing of new feature onboardingOwn cases, as business demandsProvide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoringDrive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Technical interviews for new hiresAssist / acting team manager/ POD leadInterface w/TAM to maintain good customer relations (Premier-focused LOBs)Process improvement feedback to appropriate DP and MSFT stakeholdersPG Collaboration including triagesApproval of escalations to product group (known as ICMs, Bugs or similar – varies by SBU)Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)Influence behaviors to derive desired outcomes replaced Provide Metrics OversightLead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.Release management & deployment (ensure it happens, do not own directly)Trends/ forecast for LOBResponsible for oversight of Speak Up! items (Consumer)
Optional Responsibilities for an Engineer TA
Readiness content – identify need for and/or create contentAssist/ acting team Manager/ POD leadInterface w/TAM to maintain good customer relations (Premier-focused LOBs)Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)Influence behaviors to derive desired outcomes replaced Provide Metrics OversightLead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
Optional Responsibilities for a Service TA
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.Trends/ forecast for business
English Language: fluent in reading, writing and speaking.
Knowledge of MS Office Applications (Word, Excel, PowerPoint)Understanding of client/server, networking, and Internet technologies fundamentals.Database skills for SQL Server Development / SQL Reporting services.Experience in network operations, software support or I.T. consulting.Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.
Experience in one or more of these areas desirable
Knowledge about the following areas in SharePoint
o User Administration
o Site administration
o Shared Service Provider Administration
o Service Applications.
o OCSI – Office Client Server Integration).
o Troubleshooting issues with Office Web Access.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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