Customer Experience Specialist
hace 2 semanas
Overview
The Customer Experience Specialist will be part of the Digital Transformation Platform group within the Customer Service & Support organization at Microsoft. Our team builds trust and confidence for every person and organization through delivering a seamless support experience.
In this role, you will own, troubleshoot, and solve complex customer technical issues related to Azure SQL Database. You will work alongside development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
Responsibilities
- Response and Resolution: Review complex issues, contact customers to understand the issue, ensure customers stay informed about the status/solution, and utilize troubleshooting tools to resolve customer issues.
- Technical Expertise: Act as an advisor to customers, handle complex, repeatable, or escalated cases that may become politically charged, create technical articles or knowledge base content, and provide best practices and education to customers.
- Collaboration: Collaborate with cross-team and cross-product technical issues by working with resources from other groups, including support engineering groups, product groups, services team, and account team, to resolve complex customer issues.
Readiness
- End-to-End Readiness Programs: Implement end-to-end readiness programs, contribute to content and readiness strategy, mentor Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS), and develop expert-level competence on support topics.
- Product/Process Improvement: Provide feedback to senior engineers or serviceability team on functionality of products, engage with engineering team to investigate product bugs, and collaborate with stakeholders on fixes.
Qualifications
- Required Qualifications: 5+ years of technical support, technical consulting experience, or information technology experience.
About Us
Micorsoft is committed to empowering every person and organization on the planet to achieve more. 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.
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