This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
The FastTrack Microsoft 365 team is looking for a thoughtful, analytical and highly energized FastTrack Engineer to join a new team that will be responsible for delivering onboarding Microsoft 365.
The FastTrack Engineer should be a recognized technical expert who is interested in running complex operations across multiple countries, interested in coaching and mentoring others, able to analyze complex technical and non-technical data to understand challenges and opportunities and to drive results through their impact on others.
The FastTrack Engineer is also responsible for the technical aspects of onboarding customers which includes providing proactive guidance and remediation assistance.
The FastTrack Engineer will have to work with Microsoft 365 customers, assess their environment, network and software to identify the actions needed for a smooth migration to the cloud, to define and execute a remediation plan together with the customer’s IT staff as well as coach and mentor other FastTrack engineers on assisting Microsoft customers.
You are responsible for executing the delivery of the customer Onboarding Experience for Microsoft 365 while utilizing the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations.
Your key business metrics will be :
Customer Onboarding for Microsoft Teams
Reducing time cost to Onboard
Help customers with challenging deployments.
Your specific responsibilities will include :
Demonstrate aspects of the technical and business solution to customers for Microsoft Teams including Voice and Video features, collaboration and Call Quality.
Document and share technical best practices and insights with the internal teams.
Execute, manage and lead a set of office 365 customers and partners (Around Teams Transformation) through the Onboarding technical process.
Engaged with the customers as a technical consultant to prepare customer's environment moving to the cloud.
Maintain strong working knowledge of the Service, take ownership for Service improvement.
Monitor and enhance the technical performance of the team in the areas of products, customer satisfaction, technical development, as well as enhance quality and provide feedback.
Successful Candidate Competencies :
Excellent customer service / relationship skills. Ability to create, reinforce, motivate and guide customers and partners
proven experience driving business impact based on a deep understanding of customer and partner needs
Superior, proven problem-solving ability ranging from conceptualization to implementation as well as strong troubleshooting skills.
Strong communication, mentoring and training delivery skills are required. Ability to provide clear, concise feedback
Proven ability to drive technical improvements : Ability to think out of the box and innovate
Cross site collaboration skills - exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities
Ability to enhance the technical expertise of peers via the development of product training and team content development / delivery.
Ability to apply technology to improve existing products and systems at customer level as well as internally
Ability to provide guidance to expedite resolution and increase customer satisfaction.
Ability to actively participate in team support and development by proposing and implementing solutions
Dealing very effectively with ambiguity. Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity
Qualifications and Experience :
The ideal candidate will have a four-year degree or the equivalent in work experience and preferably 5 years’ Customer Support in Microsoft product and / or Consulting Services experience.
Background in supporting one or more of the following server technologies is considered a plus : Teams, Exchange, Skype for Business, SharePoint, Active Directory.
The successful candidate should have the skills to build a good customer relationship and acting as a technical trusted advisor in the Onboarding journey.
The successful candidate should have strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
A minimum of 2 years of experience enabling and configuring Office 365 services is required.
Strong French or German is a must.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.