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.
The technical advisor role will have a proven ability to coordinate management of the most challenging and sensitive situations by leveraging their strong communication skills and customer empathy. The role will be responsible for ensuring the technical readiness and improvements of the customer and partner experience by supporting the supplier support staff. In addition, the technical advisor is expected to proactively develop strong relationships across the organization, working collaboratively with service delivery managers, team leads, and senior stakeholders across the company. A successful advocate has clear and professional communication skills appropriate for stakeholders on the Executive team, Legal and PR teams. The role will also encompass driving the continuous improvement plan to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives/projects.
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
As a Technical Advisor, you will represent Microsoft in vendor communications to assist customers/partners in resolving issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build vendor/customer loyalty in Microsoft, while effectively managing challenging situations.
- Act as a bridge between the supplier teams and Microsoft teams to drive triage, consults, case reviews and proper escalation transfers between tiers.
- Drive ownership of issues through resolution, effectively communicating with all levels of stakeholders (internal and external)
- Facilitate, mentor and coach others to advocate and drive swift response for our customers and partners during active cases and Long Runner engagements.
- Plan readiness and knowledge requirements by developing plans for supplier based on skill gap analysis.
- Ensure policy, tool, and process changes are delivered in timely and high-quality manner.
- Ensure opportunities are identified and implemented through Post-Mortems partnering with stakeholders to drive accountability for actions.
- Collaborate effectively to solve internal/external customer/partner issues and improve business processes to provide improved support experience.
- Engage in timely and effective manner when hot or complicated escalations arrive.
- Ensure proactive and reactive cases review so to make sure case wellness and needed recommendation is provided, issue improvement opportunities identified.
Qualifications
- A service customer advocate at heart; Customer Services Experience required.
- Extensive experience in a customer-oriented job position of which a minimum of 2-3 years in Microsoft technical or partner support role would be desirable.
- Proven negotiation, conflict management and problem-solving skills
- Excellent interpersonal, written and verbal communication skills
- Broad knowledge of Microsoft Products/Services
- Knowledge of partner programs and policies (preferred)
- Exceptional organizational skills to manage effective escalation within different Microsoft groups.
- Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of customers and partners.
- Proficiency in spoken and written English is essential.
Preferred Qualifications:
Technical support background or experience
Previous partner/vendor service delivery 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.**