Partner Technical Advisor • Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
About the Role…
Partner Technical Advisors (PTAs) serve as technical and support process expert resources to enable delivery partners to deliver unique value to Microsoft’s customers and partners via phone, email or web. You will be adding value by collaboratively help solve customer problems, by providing proactive support advice, contributing to product quality and enhancements, by organizing or delivering readiness activities to develop engineers and by creating self-help assets to broadly reach more customers.
The Impact You’ll Be Making
You will be part of a team responsible for providing an outstanding technical support experience to our customers and partners. Your role is to act as a technical and process expert to drive a team of engineers to successfully own and manage the customer experience over the phone and Web, from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical and delivery excellence support process expertise (either on your own or by involving your colleagues), identify engineer readiness gaps and work on readiness initiatives to improve, identify support volume generators and look for creative solutions to minimize their impact. You need to be an excellent communicator and a service oriented professional.
Core Responsibilities:
• PTAs must role model the Microsoft Culture within the team, supporting a great work environment, promoting the right behaviors, delivering timely feedback and focusing on a great engineer and customer experience
• Help create a diverse and inclusive culture where everyone can bring their full and authentic self, where all voices are heard, and where we do our best work as a result
• Partner with SDMs and management team to enable supplier team to deliver and excellent customer experience
• Contribute to ensure that delivery excellence standards are trending in positive direction
• Develops engineer capability to solve problems without needing to escalate
• Helps to reduce time to competency at supplier
• Contributes to engineer enablement processes and initiatives to accelerate time to solution
• Contributes to customer self-help and volume deflection initiatives
• Contributes to PTA and engineer communities through knowledge sharing
• Supports supplier's adherence to Customer Experience Framework (CFX)
• Consult and collaborate with peers or colleagues around the world, with management and engineering teams to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
• Be ready to act as technical and customer escalation points to unblock critical situations and drive cases to resolution
• Focus on ensuring healthy case progression and fast solution development and validation
