Technical Advisor
Microsoft
Timisoara, Timis, Romania
6 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.

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases.

TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc.

as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness.

Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers.

You will also manage collaboration across teams and escalations.

A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc.

and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG.

Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability.

Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

Responsibilities

When was the last time you got in on the ground floor of a new technology - no, strike that, a new field? We’re expanding the team chartered with creating and delivering a new support experience for customers working in Data and Artificial Intelligence.

  • We need people who love helping customers solve tough problems; people who can develop processes and systems that ensure success for our customers and our team;
  • and those who can thrive in ambiguity (who knows what types of challenges and problems we’ll encounter). Sound fun? Challenging?

    Tough? If that appeals to you *and* you work well in a team, then we want to hear from you!

    Responsibilities Include :

    I. Ensure your team builds the deep technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively.

    II. Drive employee delivery assessment discussions as part of providing coaching, share feedback regularly and partner with engineers in operational excellence and technical development.

    III. Manage the different aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.

    IV. Foster a strong partnership between the different Azure Rapid Response Support delivery teams and its stakeholders in other parts of the business.

    V. Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources.

    VI. Collaborate with fellow Engineer TAs and Service TAs from the ARR team and the PODs in the business to communicate observations and resolutions to support trends, training gaps, tool needs and other business obstacles.

    VII. Work closely with other ARR Technical Advisors in the different time zones in order to create a streamlined support delivery process

    VIII. Act as technical focal point in cooperative relationships with other companies.

    IX. Receive mission critical or politically hot customer issues, and manage the drive to resolution either by engaging directly or through customers

    X. This job may require you to cover weekend shift from time to time.

    TA Responsibilities

  • Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
  • Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
  • Enable swarming and collaboration activities, including advanced troubleshooting
  • Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
  • Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
  • Ensure landing of new feature onboarding
  • Own cases, as business demands
  • Provide ramp activities for junior engineers, 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
  • Optional Responsibilities

  • Technical interviews for new hires
  • Assist acting team manager or POD lead
  • Interface with CSAM to maintain good customer relations (Premier-focused LOBs)
  • Process improvement feedback to appropriate DP and MSFT stakeholders
  • PG Collaboration including triages
  • Approval of escalations to product group (known as ICMs, Bugs or similar varies by SBU)
  • Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
  • Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
  • Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
  • Release management and deployment (ensure it happens, do not own directly)
  • Trends, forecast for LOB
  • Responsible for oversight of Speak Up! items (Consumer)
  • Optional Responsibilities for an Engineer TA

  • Readiness content - identify need for and, or create content
  • Assist, acting team Manager, POD lead
  • Interface w, TAM to maintain good customer relations (Premier-focused LOBs)
  • Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
  • Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
  • Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
  • Optional Responsibilities for a Service TA

  • Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
  • Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
  • Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
  • Trends, forecast for business
  • 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.

    Qualifications :

    1. Proven track record of achieving results through influence with internal and external stakeholders

    2. Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involved

    3. Ability to handle multiple business challenges and effectively balance your priority need.

    4. Adaptability, flexibility, and the ability to do the right thing under pressure and tight deadlines.

    5. Thrive in high pace environments, who are comfortable in ambiguous situations and who love to manage constant change while learning at the same time.

    6. Great interpersonal and communication skills-both including sr. leadership

    7. A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.

    8. Ability to distil, prioritize and act on feedback from a variety of sources.

    9. Conviction and courage to drive decisions and defend positions as appropriate.

    10. Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential

    11. Collaborative and inclusive mindset

    12. Ability to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must.

    Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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