Support Escalation Engineer (Teams)
Microsoft
Timisoara, Timis, Romania
2 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

  • Advise on technically complex, strategic / high-profile or long-running customer cases that may require interaction with Software Engineering
  • Own and manage the customer support experience with Microsoft through industry best practices
  • Troubleshoot and solve customer technical issues, using troubleshooting best practices and and collaboration within and across teams cross technology)
  • Identify cases that require escalation (either technically or strategically) through proactive case queue management
  • Create and maintain incident management requests to product group / engineering group by identifying key aspects of the product that are affected and engaging resources accordingly
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience
  • Provide effective training, technical counseling, share technical and strategic knowledge and mentor new team members or other engineers
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
  • Lead or participate in building communities with stakeholders in the customer support process; may be workload or specialty specific
  • Qualifications

    Language Qualification :

    Mandatory : English (fluent in reading, writing and speaking)

    Optional : any other foreign languange is a plus

  • Knowledge of M365 suite, Microsoft Teams and Skype for Business products.
  • Experience using common troubleshooting tools.
  • Complementary Technical Requirements
  • Knowledge of TCP / IP networking, switches, routers, firewalls and protocols.
  • Knowledge of Exchange, Active Directory, ADFS experience.
  • Knowledge of Voice communications.
  • Knowledge of Skype for Business hybrid deployments.
  • Other Cloud products.
  • Microsoft values different life experiences and viewpoints. We seek out people from diverse backgrounds and encourage them to take risks and approach challenges unconventionally.

    We will invest in your health and financial future, and encourage you to pursue your interests and passions away from the office.

    Our products and technologies help you balance life away from the office and enable you to manage your schedule efficiently.

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