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Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.
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.
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
Minimum requirements:
5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 4+ years prior product, customer support and/or technical support experience.
Language Qualification
Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.
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 providing product and process feedback.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.
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.
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
Minimum requirements:
5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 4+ years prior product, customer support and/or technical support experience.
Language Qualification
Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.
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 providing product and process feedback.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
About Microsoft
| Size | More than 5000 |
| Industry | Application Software |
| Location | King County, United States |
| Founded | 4 April 1975 |