Support Escalation Engineer
Microsoft
Bucharest, Bucharest, Romania
5 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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web.

They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.

SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems.

They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product / configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.

SEEs collaborate with experts from across the business, including our Development Teams.

Responsibilities

Your Responsibilities

  • Help solve technically complex, strategic / high-profile or long-running customer cases that may require interaction with Software Engineering
  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group / engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience
  • Provide ramp activities, 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
  • 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.

    Microsoft Office 365 / EMS / Windows 10 technical competency : possess a in depth knowledge of Office 365 services and architecture including other cloud products.

    Intune technical competency : possess a broad knowledge of Intune or any other mobile device management software Advanced skills in PowerShell, Active Directory, Web Services ,troubleshooting and driving adoption across collaborative workloads in O365 like Teams, SharePoint and Yammer.

    Cloud competency : broad view of Cloud services and products. Understanding the industry transformation towards cloud only services Strong problem-solving ability ranging from conceptualization to implementation Strong troubleshooting skills across multiple planforms and systems Medium or advanced networking skills : switches, routers, firewalls Customer and Partner Focus : proven experience driving positive business impact based on a deep understanding of customer and partner needs.

    Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries.

    Must have the ability to take initiative and work in a fast-paced high-stress environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.

    Ability to build a strong relationship with customers and partners and become a trusted advisor Collaboration : able to work in a multi-cultural environment and to adapt to the customer’s needs Applicants must be comfortable with ambiguity while striving to drive the customer into a clear picture of his needs A minimum of 3 years of Technical Support experience (in a Tier 2 or 3 role) including a minimum of 1 year of experience supporting Enterprise customers.

    Strong communication skills.

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