Are you looking to join an exciting industry and organization that is at the forefront of the next Tech industry transformation? The transformation that is occurring within the tech industry is being accelerated by the maturity and rapid adoption of cloud computing. This rapid adoption across organizations is changing the needs and expectations of customers in the partnership with their vendors. Industry after industry is becoming technology-driven as software rapidly eats the world. As it spreads, so do complexity and opportunity. The next-generation tech industry is where suppliers play an active, ongoing role in helping business customers achieve unparalleled value from their technology investments. This expectation will require Microsoft to re-assess how it thinks about services and how to support these customers through the customer life-cycle that is focused on customer outcomes.
The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences. We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted." Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business. CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft. We are seeking to build out the team of next generation Support Engineers in this big tech transformation. This requires an engineer who is relentlessly customer-centric, a problem-solver, strong collaborator, and risk-taker that embraces that challenger mindset.
We’re looking for someone who embodies customer obsession and empathy. Someone who is adept at getting to the root of the issue, regardless of where the code base resides. If you enjoy using technology creatively, overcoming complex technical challenges, and working as part of a team with some of the best people in the industry, then CSS is the place for you. Come join an organization that supports work-life balance, personal & professional development, and diversity. This organization is built around 6 Core Values that drive our every decision, and our every action.
You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. 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 expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering 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.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
