ASfP Support Operations Specialist
Microsoft
Bucharest, Bucharest, Romania
6 zile în urmă

This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.

Microsoft Services, with over 21,500 employees worldwide, is dedicated to delivering on Microsoft’s mission to empower every person and every organization on the planet to achieve more.

Microsoft Services helps Microsoft partners realize their full potential through accelerated adoption and productive use of Microsoft cloud technologies.

Microsoft Advanced Support for Partners (ASfP) plays an integral role in the success of our Microsoft Partners and addresses the specific needs of Cloud Solutions Providers (CSP), born-in-the-cloud partners and all other partners selling Microsoft cloud services.

Our team, ASfP Support Operations, facilitates the onboarding and entitlement of ASfP partners, coordinating and overseeing the contracting process across various groups and business functions.

We partner with field account managers to address contract related queries for their ASfP subscription. We are advocating for our partners being responsible for the intake, triage, and resourcing of technical escalations securing partner’s support experience.

Our team is geographically distributed; we are partnering across multiple countries and regions, and we come from a variety of cultural backgrounds.

We are currently expanding, and we are looking for additional team members with a growth mindset, a passion for partners and their success.

As ASfP Support Operations Specialist , you will be part of a team with global responsibility, supporting global business in several time zones.

Responsibilities

Key responsibilities : As ASfP Support Operations Specialist you will be accountable for overseeing the end-to-end partner onboarding and entitlement to the ASfP program, collaborating across multiple groups and functions.

At a high level this role will be responsible for :

  • Partner Subscription Management, onboarding / entitlement / offboarding coordinating and working across various groups for successful partner onboarding to ASfP;
  • End to End Subscription Management, onboarding and offboarding of ASfP partners;
  • Work across various groups for successful ASfP subscription entitlement;
  • Perform necessary actions to meet expected service levels;
  • Set appropriate expectations, communicate effectively, keep commitment, and escalate in timely manner;
  • Collaborate across organizations, groups and functions at a global level;
  • Adherence to operational policies, procedures and guidelines ensuring high quality process execution and operational excellence;
  • Demonstrate ASfP partner delivery excellence as evidenced through feedback and partner quality indicators.
  • Qualifications

    We are looking for : candidates with a solid business understanding and background in operations execution and coordination, customer / partner relationship, support and escalation management.

    Essential Skills / Experience include :

  • Experience in operations management and execution across contract / order management lifecycle;
  • Experience and / or exposure to technical support environments and / or customer / partner escalations;
  • Experience and passion for Partner / Customer experience; commitment to deliver with excellence, make a difference to our partners and customers;
  • Ability to influence, and interact with all organizational levels and stakeholders; ability to influence without authority by applying communication strategies, follow-through actions and fostering a collaborative working environment;
  • ability to deliver impact remotely;
  • Excellent at prioritization and time management with the ability to follow-through to meet objectives and KPIs;
  • Making good timely decisions in relatively complex cases, and in situations with uncertainty or pressure;
  • Experience in working across cultural and organizational boundaries and operate successfully in a dynamic business environment;
  • Strong team player with exceptional networking skills with ability to deliver impact remotely;
  • English proficiency.
  • Desirable Skills / Experience include :

  • Knowledge of Microsoft’s product portfolio, and processes;
  • Understanding of Partner business and ecosystem.
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