This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
Microsoft CSS (Customer Service and Support) delivers world-class assistance around the clock to businesses, partners and developers in 24 languages.
Within CSS, the Microsoft Partner Network Programs team provides planning, quality assurance and service delivery to ensure partners get the most from their relationship with Microsoft.
Since CSS is a continuous learning environment, we’ll make a significant investment in your technical and professional development, yet much of your growth will be self-directed.
Moreover, you will be actively involved with mentoring, training and collaborating with other MPN Programs team members to make our team fast, stronger and smarter at handling critical issues for Microsoft Partners.
The role is global in nature and requires working and collaborating with colleagues in EMEA, Asia and the US. The successful candidate will join the Global MPN team, working closely with Engineering Services and global escalation teams supporting Microsoft’s Partners around the world.
Working with corporate stakeholders to define and orchestrate delivery of new partner experiences (the successful candidate will need to build good connections with senior leaders in Redmond, Washington)
Working with our delivery teams to ensure new offerings are delivered in a timely and high-quality manner
Ensuring ongoing quality and improvement of the support experience for defined areas of the Microsoft Partner Network and Cloud Solution
Case wellness and case resolution quality ensure progression of cases
Knowledge capture from new scenarios
Owns select cases when needed GetHelp, high visibility, unique skills or assign to team escalation
Predominantly assists others in their cases by staying engaged as long as needed (until resolution)
Act as escalation point for the Partner advocates in outsourced vendors
Identify training needs, modality : what is the best plan to enable advocates to be successful?
Perform reviews to ensure overall case wellness and case work / scope quality and follow up to ensure action has been taken
Unblock advocates on critical / pervasive issues
Advise case owner on out of scope escalation decisions
Develop troubleshooting content
Collaborate with Internal Teams for product and process feedback
Provide technical and soft skill evaluations of individual team members to managers
Partner across teams inclusive of business groups and engineering to address systemic issues
Help drive top priorities by working with managers, engineers, Serviceability team and other stakeholders
Improve team’s problem-solving skills, case management and customer service skills and promote continued learning, self-study and contributions to team knowledge (workflows, wikis, etc.)
Ensure team members have suitable levels of permissions in system to allow efficient resolution of cases
English language : fluent in reading, writing and speaking
3 or more years industry experience working with external customers
Experience working with customers in the Cloud, e.g. Microsoft Cloud products such as Azure, Office 365, Microsoft Dynamics 365 or other cloud solutions (SalesForce, AWS, etc.)
Working knowledge of Microsoft (or other) and Active Directory
Ability to troubleshoot customer service issues using tools and networking with others teams and stakeholders
Strong customer service skills
Excellent communication skills - verbal, listening, and written (including technical writing)
Accurate and logical problem solving, plus the ability to excel in a team environment is essential
Passion for technology, lifelong learning and professional development
Ability to excel in a team environment is essential
Training and coaching abilities
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.