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Microsoft
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Technical Support Advisory

Technical Support Advisory

Microsoft

4 years

0 Lacs

Bengaluru, Karnataka

Posted:5 days ago| Platform: Indeed logo

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Skills Required

support drive consulting portfolio ai service css technology resolve leadership management compliance collaborative integrity development network software troubleshooting electrical engineering writing sigma lean data analysis excel power security training collaboration analyze strategies efficiency audits optimization regulations

Work Mode

Remote

Job Type

Full Time

Job Description

Technical Support Advisory

Bangalore, Karnataka, India

Date posted

Jul 17, 2025

Job number

1848815

Work site

Up to 50% work from home

Travel

0-25 %

Role type

Individual Contributor

Profession

Technical Support

Discipline

Technical Support Advisory

Employment type

Full-Time

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.

We are looking for candidates with experience in Customer Support & Leadership and a Project Management experience or a Quality Manager with expertise in COPC and other quality standards to oversee and enhance our quality assurance processes. The ideal candidate will have a strong background in performance management, process improvement, and compliance within a customer-centric environment.

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. You will also be specially tasked for enhancing quality standards.

This role is flexible in that you can work up to 50% from home.

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.

Qualifications

Required Qualifications:

4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience

o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

3+ years of prior product, customer support and/or technical support experience
OR equivalent experience

Language Qualification English Language: fluent in reading, writing and speaking.

Preferred Qualifications:

Qualifications & Skills:

5+ years of experience in quality assurance, preferably in a BPO or customer service environment.
Strong knowledge of COPC, Six Sigma, ISO 9001, Lean methodologies.
Excellent analytical, problem-solving, and leadership skills.
Proficiency in data analysis tools (Excel, Power BI, etc.).

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.

Responsibilities

Team Readiness & Development: You will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
Case Management (Delivery Excellence): You will perform case reviews to ensure process compliance.
Managing Collaborative Activities: Mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
Supportability Activities: You will contribute to customer self-help and volume deflection initiatives.
Process Improvement: You analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

and a special assignment for the Quality:

Key Responsibilities:

Lead the implementation and adherence to COPC, Six Sigma, or other quality frameworks.
Develop and execute quality assurance strategies to improve operational efficiency and customer satisfaction.
Conduct audits, gap analysis, and performance assessments to ensure compliance with industry standards.
Collaborate with cross-functional teams to drive continuous improvement initiatives.
Provide training and mentorship to quality analysts and operational teams.
Analyze data-driven insights to identify trends and recommend process enhancements.
Ensure compliance with regulatory requirements and company policies.
Ability to drive process optimization and operational excellence.

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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Industry leading healthcare

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Educational resources

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Discounts on products and services

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Savings and investments

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Maternity and paternity leave

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Generous time away

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Giving programs

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Opportunities to network and connect

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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