Technical Support Advisor

hace 21 horas

San José, Costa Rica Microsoft Corporation A tiempo completo

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.
In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more.
As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.
Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**:
Readiness Development
- Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others.
Develops training plans for supplier engineers based on skills gap analysis and product needs.
Reviews and provides gap analysis to develop readiness plans for delivery partner teams and/or internal teams based on skills gap analysis, product needs, etc.
Contributes to the creation and implementation of readiness plans and content.
Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks) for both internal and external teams.
Case Management (Delivery Excellence)

Managing Collaboration Activities
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders.
Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues.
Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions.
Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.
Supportability Activities
- Contributes to customer self help and volume deflection initiatives.
Identifies technical deficiencies in services or processes to help improve the quality of the services.
Helps define and evangelize operational standards, processes, and practices to vendor teams.
Understands how customers are using a given product or service and the challenges that they might face.
Manages bug recognition within team and communicates need to higher levels of team.
Drives awareness and feedback on opportunities for training, content, tools, and processes.
Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.
Process Improvement
- Collaborates with internal teams, and sometimes external teams, for product and process feedback.
Partners with manager and Supply Delivery Manager for continuous improvement planning.
Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes.
Evangelizes processes and process improvements.
- Analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.
Other
- Embody our culture and values

**Qualifications**:
Required/Minimum Qualifications
- 2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
- OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
Additional or Preferred Qualifications
- 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
- OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software suppor

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