Customer Experience Expert

hace 2 días


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

At Microsoft, we believe in empowering individuals and organizations to achieve more. Our culture is built on a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best every day.

We create life-changing innovations that impact billions of lives worldwide. As part of our Customer Experience and Success (CEnS) organization, you will play a crucial role in shaping the Microsoft customer experience.

Job Description: Technical Advisor

The Technical Advisor role is responsible for ensuring the development of Support Engineers' technical capabilities. As an expert in coaching and mentoring, you will utilize your technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

A key aspect of this role is focused on the success of one or more services and the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc., and deflection rates. Your primary activities will be targeted towards supportability of the product or service and overall pod effectiveness, in partnership with Serviceability.

Responsibilities:

  • Identify and analyze skill-gaps in the team or Pod; contribute to the creation of readiness plans and content.
  • Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures).
  • Enable swarming and collaboration activities, including advanced troubleshooting.
  • Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group).
  • Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG).
  • Ensure landing of new feature onboarding.
  • Own cases, as business demands.
  • Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring.
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).

Optional Responsibilities:

  • Technical interviews for new hires.
  • Assist acting team manager or POD lead.
  • Interface with CSAM to maintain good customer relations (Premier-focused LOBs).
  • Process improvement feedback to appropriate DP and MSFT stakeholders.
  • PG Collaboration including triages.
  • Approval of escalations to product group (known as ICMs, Bugs or similar - varies by SBU).
  • Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise).
About You

To succeed in this role, you will have excellent technical skills and experience in coaching and mentoring. Strong communication and interpersonal skills are also essential. You should be able to work effectively in a fast-paced environment and prioritize tasks to meet deadlines.



  • San José, San José, Costa Rica Imagineer Customer Experience A tiempo completo

    ¡Descubre Oportunidades de Crecimiento!">Oportunidad para profesionales destacados con experiencia en ventas de servicios y software:Equipo de Consultores Imagineer Customer Experience busca a un Vendedor Senior motivado y estratégico que sea capaz de desarrollar relaciones sólidas con clientes e industrias clave.Conoce nuestro equipo de consultores...

  • Expert Program Manager

    hace 12 horas


    San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Company OverviewAmzn Support Srvcs Costa Rica is a leading organization in the customer experience management space. Our team is dedicated to delivering exceptional experiences to our customers, and we're seeking a talented Expert Program Manager - Customer Experience Lead to join our ranks.Job SummaryThis role will serve as the main point of contact for...


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

    About Microsoft Customer Experience & Success">As part of the Microsoft Customer Experience & Success organization, we strive to deliver a seamless support experience for our customers. With over 18,000 employees worldwide, we're responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.We're looking for a...


  • San José, San José, Costa Rica Support Services Group A tiempo completo

    Job Overview">We are seeking highly skilled Customer Experience Liaisons to join our Support Services Group team in San Jose, Costa Rica.About the Role">This position is a key opportunity for individuals passionate about delivering exceptional customer service experiences. As a Customer Experience Liaison, you will be responsible for driving customer...


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

    About UsAt Microsoft Corporation, we're on a mission to empower every person and organization on the planet to achieve more. Our culture is centered around embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.We're creating life-changing innovations that impact billions of lives around the world. If...


  • San José, San José, Costa Rica Marriott International, Inc A tiempo completo

    We are seeking a Customer Experience Representative to join our team at Courtyard San Jose Escazu, Costa Rica. As a key member of our staff, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and unique.Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests...


  • San José, San José, Costa Rica Datasite A tiempo completo

    Datasite is a global leader in providing data rooms and SaaS technology for M&A and high-value transactions. As a key member of our team, you will play a crucial role in delivering projects worldwide.**Job Overview:**This is a full-time, hybrid position with a schedule of Monday to Friday, 7am to 4pm CST (6am-3pm local time in CR). You will work from home a...


  • San José, San José, Costa Rica Marriott International, Inc A tiempo completo

    Job OverviewWe are seeking a dedicated and detail-oriented Guest Service Expert to join our team at AC Hotels.Key ResponsibilitiesDeliver exceptional customer service by creating memorable experiences for our guests.Communicate effectively with the kitchen team to ensure seamless food and beverage service.Take ownership of maintaining a clean and organized...


  • San José, San José, Costa Rica Now Digital Talent A tiempo completo

    Now Digital Talent, a pioneering Digital Marketing Agency specializing in iGaming, is seeking an accomplished Customer Experience Growth Specialist to drive their team forward.Estimated Annual Salary: $60,000 - $80,000Key Responsibilities:Develop and execute strategies to identify and segment customers for targeted marketing campaigns utilizing relational...


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

    At Microsoft Corporation, we are on a mission to empower every person and organization on the planet to achieve more. As a Customer Experience Excellence Advocate, you will play a vital role in helping us achieve this mission.The Customer Experience and Success (CEnS) organization is responsible for designing and implementing Microsoft's end-to-end customer...


  • San José, San José, Costa Rica Marriott International, Inc A tiempo completo

    About Marriott International">At Marriott International, we strive to deliver exceptional guest experiences that leave a lasting impression. Our Guest Experience Experts are the face of our brand, responsible for creating memorable moments for our guests.">Key Responsibilities:">">Process operational needs and address guest requests in a timely and...


  • San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    **About Us**At Marriott Worldwide, we believe in creating unforgettable experiences for our guests. Our hotels are designed to provide a unique blend of style, comfort, and functionality, making every stay an occasion to remember.**Your Role**As a Guest Experience Expert with AC Hotels, you will be the ambassador of exceptional service. You will have the...


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

    Company Overview: Microsoft is committed to empowering individuals and organizations worldwide to achieve their full potential. Our culture fosters a growth mindset, inspiring excellence, and encourages teams and leaders to excel every day.">About the Job: As a Technical Customer Experience Specialist, you will play a critical role in delivering exceptional...


  • San José, San José, Costa Rica Teleperformance A tiempo completo

    Company OverviewWe are a global leader in outsourced customer experience management, connecting prominent brands with their customers through various touchpoints.Job SummaryThe Quality Assurance (QA) team plays a crucial role in ensuring the quality delivery of our services. As a QA specialist, you will be responsible for evaluating and improving our...

  • Collections Specialist

    hace 12 horas


    San José, San José, Costa Rica Western Union A tiempo completo

    We are looking for a skilled Collections Specialist to join our Digital Collections Team.This role is responsible for delivering outstanding customer service, ensuring high-quality execution of risk management measures, and maintaining valid supporting documents for all transactions.As a Collections Specialist, you will:Directly contribute to ensuring...


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

    As a Customer Experience Engineer at Microsoft Corporation, you will play a vital role in delivering exceptional customer experiences that empower individuals and organizations to achieve their goals.About the RoleWe are seeking an experienced engineer who is passionate about providing top-notch support to our customers. Your primary responsibility will be...


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

    Microsoft is committed to delivering exceptional customer experiences that exceed expectations. We are seeking a skilled Customer Experience Engineer to join our team in this newly expanded organization.About the Role:We are looking for a highly motivated and technical individual with a passion for delivering customer success. As a Customer Experience...


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

    At Microsoft Corporation, we strive to empower every person and organization on the planet to achieve more.Our MissionWe are centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day. This enables us to create life-changing innovations that impact billions of lives around the world.You will...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Support Expert to join our team at Smartsheet. As a key member of our Support Team, you will play a critical role in delivering exceptional support to our customers.ResponsibilitiesProvide timely and effective support to customers via phone, email, and webform submissionsDeliver Enterprise-level service...


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

    About MicrosoftAt Microsoft, we strive to empower every person and organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.About the RoleThis role is part of the Microsoft Customer Experience and Success (CEnS) organization, which...