No two days are the same in Customer Service and Support at Microsoft. We engage in solving challenging and complex problems, we collaborate and share learnings with each other and innovate on solutions to enable our customers 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 growth mindset, a passion for solving complex issues and obsession to customer happiness and success.
Besides technical talent, we also look for engineers with a run to the fire behavior - people who thrive under difficult and challenging circumstances, who loves to get involved in difficult situations and at the same time learn.
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 are looking for people who share that passion and drive to make our customers experiences easy, insightful and trusted.
- Continuous learning 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 new hires to feel included.
- One Microsoft - we collaborate with and value the work of others. We take their learnings and add them to our own to make a better outcome for our customers.
- Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.
Role Description:
Technical Advisors (TA) are responsible for ensuring the development of Support Engineers (SE) technical capabilities; ensuring customers are receiving prompt and insightful attention; providing feedback on products to enhance customer experiences. The role partners with Support Engineering Managers to formulate SE development plans and ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way. TAs deliver unique value by utilizing their technical knowledge to ensure ramp up and readiness of the Support Engineers to assist customers with issues.
You will be accountable for providing an outstanding technical support experience to our business customers together with a team of support engineers, guiding them and reviewing support cases. 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.
Core Responsibilities:
- Assess technical capabilities of Support Engineers and develop technical development plans to address identified gaps.
- Partner closely with Support Engineering Manager to build technical readiness plans for the team.
- Conduct case reviews to ensure Support Engineers are effectively documenting actions associated with resolving customer and partner technical issues. Ensure actions are on track and provide actionable requests which will result in a timely resolution of custmer issues.
- Teach Support Engineers to collaborate with internal teams to resolve customer and partner issues to develop unique solutions.
- Use knowledge and experience to impact improvements to product and service design, serviceability, and the customer experience.
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences and internal Microsoft resources.
- Exhibit leadership through personal responsibility, accountability and teamwork.
- Act as a technical focal point in cooperative relationships with other companies.
- Escalate cases as needed and per guidelines by following required processes.
- Manage conflict situations that may involve technically challenging issues and diverse audiences.
- Coach Support Engineers to own and resolve technically challenging or politically hot customer issues.
- Be responsive and flexible to meet customer needs. This may sometimes require work outside of normal business hours or partake in an on-call rotation.
- Maintain strong working knowledge of released products and services. Take ownership for product and service improvement. Participate in pre-release activities and BETA/preview programs.
- Share knowledge through communities with other Technical Advisors and engineers to develop customer solutions efficiently.
- Coach Support Engineers to adapt based on customer interactions.
- Proactively develop self and others to resolve customer and partner problems.
- Earn certifications as an MCSE, MCSD or MCPD as required by specific organization
