Customer Success Advocate
hace 2 semanas
Company Overview
At Microsoft, we 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. This approach enables us to create life-changing innovations that impact billions of lives worldwide.
We are committed to delivering exceptional customer experiences through our Customer Experience and Success (CEnS) organization. With over 15,000 employees worldwide, CEnS is responsible for strategy, design, and implementation of the Microsoft end-to-end customer experience.
Job Description
As a Technical Support Engineer, you will play a crucial role in delivering customer success by owning, troubleshooting, and solving customer technical issues. You will use collaboration, troubleshooting best practices, and transparency within and across teams to drive positive outcomes.
Your responsibilities will include:
- Providing top-notch customer support experience with Microsoft.
- Owning and resolving customer technical issues using effective collaboration and communication skills.
- Identifying cases that require escalation and creating incident management requests.
- Contribute to case deflection initiatives, automation, and digital self-help assets to improve customer and engineer experience.
- Provide ramp activities, knowledge sharing, technical coaching, and mentoring to team members.
- Drive technical collaboration and engagement outside of CSS, including Product Engineering teams, Services, Support, and Regions.
- Lead or participate in building communities with peer delivery roles, focusing on workload or specialty-specific areas.
Required Skills and Qualifications
To excel in this role, you must possess strong active listening skills, be able to speak and write clearly, and establish quick rapport with customers. You should instill confidence and demonstrate passion in meeting and exceeding customer expectations, adapting language accordingly to identify and diffuse varying customer emotions.
You will also need to control and influence conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer. Additionally, you must efficiently respond to a dynamic online environment and exemplify curiosity for campaigns, demonstrating the ability to quickly and accurately consume new product and marketing information required to effectively help the customer.
Benefits
Microsoft offers a comprehensive benefits package, including but not limited to:
- A competitive salary.
- A range of health insurance options.
- Retirement savings plans.
- Employee stock purchase programs.
- Time off and flexible work arrangements.
Language Qualification
The primary language requirement for this role is English fluency in reading, writing, and speaking. Spanish or Portuguese proficiency is desirable.
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