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 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 100% 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.
This role is centred around improving the quality-of-service delivery across various customer and/or Partner programs, with a particular focus on ensuring that partners maximize their partnership with the Microsoft and achieve their business growth.
- Engages and collaborates with support delivery teams and dependency teams in gaining resolution for critical, complex issues
- Understand and align with strategic objectives while maintaining attention to detail in individual partner cases
- Ensure ongoing quality improvement in partner support by contributing and producing troubleshooting/readiness content to help with volume deflection
- Define and implement service quality standards in alignment with Microsoft's commitment to partner satisfaction (CSDQ, PCMS)
- Close collaborations with SDM team on all matters related to Delivery Partners
________________________________________
Core Activities
- Monitor case wellness and resolution quality, ensuring timely progression of cases
- Capture and document knowledge and best practices from new or unique scenarios
- Personally manage high-impact customer and/or Partner engagements (e.g. escalations, sensitive or complex scenarios)
- Support others by staying engaged in their cases until resolution is achieved
- Act as the primary escalation point for Delivery Partner support team
- Identify training needs and design effective enablement strategies for support engineers and advocates
- Conduct daily reviews to ensure case quality and completeness; follow up to ensure corrective action is taken
- Identify critical and recurring issues and work with SDM and Delivery Partner to identify root cause and implement a correction action plan
- Advise on out-of-scope decisions and escalation procedures
- Develop and refine troubleshooting content and resources
- Collaborate with internal teams to share voice of the partner and voice of the advocate for product and process feedback
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
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
- 5+ years of industry experience working with external customers and/or partners
- Strong customer service orientation with logical problem-solving and excellent communication skills
- Ability to thrive in collaborative team environments
- Passion for technology, learning, and continuous development
- Experience in training, coaching, and quality monitoring/improvement
Experience working with Microsoft Cloud products (Azure, Office 365, Dynamics 365) or other cloud platforms (e.g., Salesforce, AWS)- Knowledge of Microsoft technology stack or comparable industry tools
- Ability to troubleshoot service issues and coordinate across teams to resolve them
- Experience creating documentation and delivering knowledge-sharing sessions
- Proven leadership experience guiding teams toward defined objectives
- Strong project management skillset
Microsoft is an equal opportunity employer. Consistent with applicable law, 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.
