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.We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.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
- Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
- Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
- Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
- Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.
Qualifications
Role and Responsibilities/Primary Focus
- Advocate readiness, technical support, and content expertise for delivery partners (DP).
Main Responsibilities
- Advocate readiness for product and service launches
- Escalation Point of Contact (PoC) for case/technical blockers
- Content creation and maintenance
- Tool SME/support
- Training collaboration
- Technical gap identification
- Liaison between advocates and engineering
- Customer escalation resolution
- Technical and bug triages
- Reviewing core metrics service level agreements (SLA) and key performance indicators (KPI) to determine DP’s health.
- Monitoring the queue volume for transactional services
- Engage in case reviews, including aged, idle, escalated and CSAT at Risk cases.
- Work with the DP quality team to analyze low scores and partner to determine operational hygiene improvement plans
- Join Weekly & Monthly Business Review meetings (when required)
- Proactively seek opportunities to implement projects/initiatives or collaborate with existing projects.
Point of Contact For
- Delivery partners for technical support, content clarity, and advocate readiness.
Strategic Role
- Liaison between advocates, engineering, and delivery partners for technical issues.
Performance Management
- Identifies technical gaps, supports Customer Partner Experience (CPE) survey scrubs, and drives best practice sharing.
Change & Initiatives
- Owns technical and bug triages, supports new DP launches, and drives campaign opportunities.
Measures of Success
- Providing the required tools, knowledge and insights to our DPs where required to ensure successful delivery of ACT|GCM services.
- Driving escalations to ensure our DP receive the help required to de-escalate the situation.
- Share findings in areas to be improved after analyzing core metrics (SLA/KPI).
- Assisting in any support challenges based on previous findings.
- Share ideas for improvement that have been identified within the DP to help them overcome challenges and expand on success.
Qualifications
Essential qualities include:
- Strong communication and influencing skills - person needs to be able to build relationships with DPs to execute on ACT|GCM service delivery and expectations.
- Strong business knowledge and ability to set clear expectations for the DP based around business outcomes within a global multi-site operation.
- Proven experience of influencing other organizations where their support is critical to success.
- Ability to work across groups engaging with individuals both directly and indirectly to achieve a common goal.
- A good understanding of change management, the importance of it, approaches, key tasks and timelines
- Ability to thrive in a fast-paced multinational environment working across multiple lines of business.
- Very strong team player with excellent interpersonal skills.
Basic Qualifications:
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, or Business Leadership OR 2+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
- Minimum 3+ year(s) prior product, customer support and/or technical support experience.
Preferred Qualifications:
- Strong project / program management skills
- Change Management experience (Prosci certification) is a plus
- Excellent verbal and written communications skills
- Able to work across cultures effectively, valuing diversity within virtual team
- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
- MBA is a plus
- Travel up to 25% globally may be required
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.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
