Customer Experience Specialist

hace 1 día

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

At Microsoft, our mission is to empower every person and organization on the planet to achieve more. Our culture revolves around 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 worldwide.

We are looking for individuals who share our passion for delivering exceptional customer experiences. As a key member of the Microsoft Customer Experience and Success (CEnS) organization, you will play a vital role in shaping the end-to-end customer experience. With over 15,000 employees worldwide, we are committed to delighting customers and exceeding their expectations in every interaction through a connected customer experience.

The CEnS organization has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, leading to higher satisfaction, retention, and growth. We aim to build a future where customers come to us not only because of our industry-leading products and services but also because of our differentiated and connected customer experience, rooted in our commitment to delivering on customer outcomes.

Responsibilities:

Your key responsibilities will include:

  • Owning and resolving customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams.
  • Identifying cases that require escalation (either technically or strategically).
  • Creating and maintaining incident management requests to product groups or engineering groups.
  • Contributing to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
  • Providing ramp activities, knowledge sharing, technical coaching, and mentoring.
  • Driving technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
  • Leading or participating in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications:

To succeed in this role, you will need:

  • A strong background in customer-facing or customer support roles with expertise in troubleshooting and problem-solving complex technical issues involving multiple technologies in a team environment.
  • Excellent communication and collaboration skills, with fluency in English language reading, writing, and speaking.
  • Ability to work non-standard hours, weekends, and public holidays if required.
  • Databricks Subject Matter Expertise.

Preferred Qualifications:

We welcome candidates with:

  • Bachelor's degree in Computer Science or equivalent experience.

Microsoft requires the ability to meet certain security screening requirements for this role, including passing a Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

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