Technical Support Specialist

hace 2 semanas

San José, San José, Costa Rica Microsoft Corporation A tiempo completo
Job Description

MICROSOFT CORPORATION is a leading technology company on a mission to empower every person and organization on the planet to achieve more.

Overview

We are seeking a skilled Technical Support Specialist to join our team in delivering exceptional customer experiences. As a member of our Customer Experience & Success (CE&S) organization, you will be responsible for helping customers overcome technical challenges and ensuring their success with Microsoft products and services.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a passion for delivering top-notch customer support. In this role, you will work collaboratively with cross-functional teams to resolve complex technical issues, identify opportunities for process improvements, and contribute to the development of knowledge assets that enhance the customer experience.

If you are a motivated individual with a desire to make a meaningful impact, we encourage you to apply for this exciting opportunity.

Responsibilities
  • Solve technically complex customer cases, utilizing collaboration, troubleshooting best practices, and transparency within and across teams.
  • Own, troubleshoot, and solve customer technical issues, providing clear instructions and communicating complex information effectively.
  • Identify cases requiring escalation and create incident management requests to product groups/engineering groups.
  • 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 to colleagues.
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions).
  • Lead or participate in building communities with peer delivery roles, focusing on workload or specialty-specific areas.
Qualifications
  • Excellent written and verbal skills, including the ability to provide clear instructions and communicate complex technical and non-technical information effectively.
  • Strong communication, presentation, inter-personal, and cross-group collaboration skills, spanning all levels (peer groups to senior leadership).
  • At least 3 years of experience in Technical Support/IT support.
  • Problem Solver and Critical Thinking - handle technical, process-driven, and challenging customer situations.
  • Well-versed in Security/cyber security.
  • Flexibility and ability to thrive in ambiguous situations.
  • Experience with project management and Data Driven approaches.
  • Self-starter, ambitious, eager to dive into new/technical things, and drive results.
  • Proven ability to program manage, problem solve, and drive results, with an eye for details.
  • Ability to work in a fast-paced, high-volume environment, quickly assessing, triaging, adjusting, and executing with a continuous improvement mindset.
Estimated Salary Range

$80,000 - $120,000 per annum, depending on location and experience.

Benefits and Perks

Microsoft Corporation offers a comprehensive benefits package, including competitive salary, health insurance, retirement savings plans, paid time off, and opportunities for career growth and professional development.

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