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.
A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance.
They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management.
They are expected to contribute to technical expertise and issue resolution globally.
Primary role purpose and accountabilities include the following :
Owner of the end-to-end customer and advocate support experience, drive ongoing improvement
Identifying scenarios where advocates are unable to help Gamers, developing solutions.
Educating and training Contact Center staff to improve their Helped Resolved, First Contact Resolution and overall Customer Experience.
Accountability for driving get to green (G2G) plans for key metrics; Customer Satisfaction, First Contact Resolution, Issue Resolution and efficiency.
Build partnerships and provide leadership when required to other virtual team members both internal and with our Delivery Partners.
Ensure alignment of the delivery experience for Xbox across the support ecosystem
Contribute to the delivery partner strategy in partnership with the Service Delivery Managers and Supplier engagement teams.
Develop & execute on strategic initiatives to deliver tangible improvements in customer experience, cost efficiency and revenue generation.
Provide feedback on progress to respective support and business stakeholders
Maintain close alignment on continuous product improvement opportunities through engagement with the Serviceability team.
Demonstrable skills in the following areas are critical :
Experience and a passion for Console, Mobile and / or PC Gaming
Technical knowledge, and demonstrated troubleshooting skills
Achieve results through influence with internal and external / Supplier stakeholders
Confident senior leadership engagement and communication
Managing in a dynamic operational environment
Strong ability to execute and drive for results in ambiguous environment
Resourceful problem-solving skills, leveraging internal and external / partner resources to do what is right for our customers
Having a growth mindset and an ongoing desire to achieve more.
Mandatory : English Language : confident in reading, writing and speaking. OR
Nice to have : German, French, Italian, Spanish, etc
A Passion for / and desire to be part of the global Gaming industry
Strong track record of working within customer support or operationally focused support organizations.
A minimum of 5 years of experience in support or service-based industries. Fortune 500 support / customer care experience preferred.
Deep insight / perspective into customer care / service experiences
Experience with high volume consumer Hardware and Subscriptions environments preferred
Ability to communicate effectively, and develop strong long-term relationships with senior leaders
Collaboration - Demonstrates effective cross-group collaboration skills
Ability to grow relationships with strategic outsource partners who are committed to Microsoft and our customers
Understanding of Microsoft's devices and services strategy
This position requires up to 25% of travel; domestically and internationally