Support Engineer MPN
Microsoft
Bucharest, Bucharest, Romania
5 zile în urmă

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

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.

Responsibilities

This is a Partner Support Engineer role will be focused on helping Partners with issues around the Microsoft Partner Network program.

The daily responsibilities will include the following :

  • Handling online submitted support requests related to Partner Programs
  • Conduct proactive outreach to partners either as part of an open case or for a campaign as needed
  • Capture timely, accurate and clean Commercial and Partner data understanding that incorrect data limits our ability to understand partner pain points and resolve both system and policy issues
  • Actively listen and engage in all conversations remembering that they are serving as a corporate spokesperson
  • Effectively uses provided delivery tools, processes, and methodologies consistently in order to control deliveries in a repeatable way.
  • Tracks risks, issues and ensures that his or her portion of deliveries are accurate, on time, and within Microsoft’s agreed scope.
  • Follows up consistently and intentionally, and develops action plans for resolving customer escalations
  • Help drive partner satisfaction by providing accurate information, prompt call backs, and timely follow-ups on all action items.
  • If the partner qualifies, ensure that the partner can participate in Microsoft’s incentives programs.
  • Communicate effectively and leave a great impression as the first point of contact
  • Quickly scope issue and actively drive resolution while avoiding the next likely issue / hurdle and identifying opportunities through effective questioning and active listening
  • Provide end to end management of Microsoft Partner requests and remove as much effort from the partner experience as possible
  • Enthusiastically tell the Microsoft Partner Network and Cloud Solution Provider value prop and develop an understanding of partners and customers’ needs for both immediate issue resolution as well as future hurdles to overcome and opportunities available.
  • Accurately route / hand off to other Microsoft services / teams if needed and, typically, as a last resort. If a misroute is received, goal should be to understand why, how to uptrain if other skills are needed or how to address root cause to minimize partner bounce up front.
  • Ensure that customers and partners are aware of, and can take advantage of, all relevant Microsoft offerings, resources and services.
  • Your Responsibilities

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • Qualifications

    Language Qualification

    English Language : confident in reading, writing and speaking. OR

    Fluent in German, French, Italian and confident in reading, writing and speaking English.

  • 3+ years in a customer support role
  • Experience with troubleshooting and problem-solving skills
  • Preferred Qualifications :

    Bachelor level of education or equivalent experience. Passion to keep learning and build expert level knowledge in a wide variety of specialties (program benefits, billing information, publishing processes, refund procedures, etc)

    Experience in one or more of these areas desirable

  • Microsoft Partner Network and / or Cloud Solution Provider programs
  • Microsoft products and services
  • Fundamentals of Azure
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