Technical Customer Experience Specialist

hace 24 horas

San José, San José, Costa Rica Microsoft A tiempo completo

Microsoft is a leader in empowering individuals and organizations worldwide to achieve their full potential. Our culture revolves around embracing growth, inspiring excellence, and encouraging teams to excel each day. By doing so, we create groundbreaking innovations that impact billions of lives globally.

We are seeking a highly skilled Technical Customer Experience Specialist to join our Microsoft Customer Experience and Success (CEnS) organization. With over 15,000 employees worldwide, our team is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This expanded organization reflects our ambition to be known as a customer experience company, ensuring our 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.

The CEnS organization is looking for professionals with a passion for delivering customer success to help us build a future where customers come to us because we provide industry-leading products and services, and also because we offer a differentiated and connected customer experience rooted in our commitment to delivering on customer outcomes.

Key Responsibilities:

  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.
  • Identify cases that require escalation, either technically or strategically.
  • Create and maintain incident management requests to product group or engineering group.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and 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.

Scope of Work:

  • Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.
  • Scope a customer's issue by collecting relevant facts; investigate the problem by doing your own research and involving other teams as needed.
  • Consult and collaborate with immediate peers or colleagues around the world.
  • Evaluate customer satisfaction and escalate to management as necessary, acting internally as a customer advocate and keeping customers informed.
  • Collaborate with management and engineering to resolve service issues.
  • Ensure that each support request owned by you is handled according to our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • Document your technical work and research in a detailed and comprehensive manner.
  • Prioritize your work to accomplish the most important and urgent requests first.
  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Required Skills and Qualifications:

  • 3+ years of customer-facing support experience.
  • Fluency in English and Spanish language: reading, writing, and speaking.
  • Experience on Windows Server, Windows Client, Active Directory, and/or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
  • Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
  • Cloud Application Management and configuration.
  • Use of Representation State Transfer (REST) API set and understanding of RESTful API development.
  • Module-View-Controller (MVC) architecture and MVC Development.
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ users.

Estimated Salary: $120,000 - $180,000 per year, based on location and experience.

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