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 love 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.
Role Description :
providing feedback on products to enhance customer experiences. This 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 customer issues.
Help 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 complex technical situation that require effective communication with customers.
Coach Support Engineers to own and resolve technically challenging cases for important customers.
Be responsive and flexible to meet customer needs. This may sometimes require work outside of normal business hours or participation in an on-call rotation.
Maintain strong working knowledge of 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.
Required Experience :
3+ years prior product / customer support experience.
Preferred Experience :
Degree in Computer Science, or equivalent in work experience.
Knowledge and Skills :
You approach things with a growth mindset - genuine desire and motivation to learn and develop yourself.
You embrace challenges and persist in the face of setbacks. You consider failure an opportunity to learn. Whatever happens you win.
You love customers and are obsessed with them - a genuine desire to help under challenging circumstances.
Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.
Excellent self-assessment to identify when other resources are needed; ability to engage and collaborate effectively with others to resolve complex problems.
Handle high pressure situations well - maintain calm and composure during stressful situations is a must.
Technical Requirements :
Technical experience and knowledge of working in Azure technical support or equivalent technology.
We love to get to know candidates with strong technical background. Nevertheless, do not shy away if you feel you do not meet all the technical requirements.
If you have growth mindset and you are a strong believer that knowledge can be developed with effort and persistence you are the person we are looking for.
Technical skills in at least one area :
Azure Defender for Servers
Azure Information Protection
Azure Key Vault
Microsoft Cloud Application Security
Microsoft Defender for Identity (MSDI)
Microsoft Defender for Endpoint (MSDE)
Your shift can vary based on business needs, to include irregular hours or weekend work.
Please note that shifts might change per business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.
This position will require you to work a rotational On-Call schedule, evenings and weekends shifts.