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Technical Support Program Manager

hace 3 semanas

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

At Microsoft, we're on a mission 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. We create life-changing innovations that impact billions of lives around the world.

The Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects our ambition to be known as a customer experience company, ensuring our mission is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

We have a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us not only because we provide industry-leading products and services but also because we provide a differentiated and connected customer experience rooted in our commitment to delivering on customer outcomes.

Responsibilities
  • Provide Technical and SME Coaching: Deliver technical and subject matter expert coaching for Delivery Partner Engineers and Advocates.
  • Partner with Cross-Functional Teams: Collaborate with the Support Delivery Manager and CSS Training teams to address readiness gaps and ensure findings and remediations are shared across Delivery Partners and LOBs.
  • Own Case Management Duties: Manage case inspection, escalations, tech reviews, triage, wellness, and reduced time to measure cases.
  • Develop Readiness Content: Identify needs and create content, contribute to readiness efforts where you are the Subject Matter Expert.
  • Manage Collaboration Activities: Lead reactive and proactive collaboration activities with cross-functional teams for complex cases and overall process improvement.
  • Contribute to Supportability Efforts: Participate in case analysis, case pattern recognition, deflection initiatives, and other Supportability improvements with stakeholders like Supportability Program Managers.
  • Release Management and Deployment: Ensure release management and deployment for Delivery Partners.
  • Collaborate with Stakeholders: Work with all stakeholders to identify and recommend technical, program process, and tool opportunities, leading with innovation within scope and prioritizing needs when beyond.
Qualifications
  • Language Qualification: Fluency in reading, writing, and speaking English.
  • Bachelor's Degree or Equivalent Experience: In Computer Science, Engineering, Math, or equivalent experience.
  • Technical Proficiency: Experience with Azure technologies, previous experience as a member of one of the Azure Subscription Management and Billing Area.
  • Leadership Skills: Proven ability to lead people to achieve success, strong customer service, communication, problem-solving, and interpersonal skills.
  • Problem-Solving Skills: Self-motivation, ability to use initiative, capacity to deal with difficult customers, and ability to thrive in ambiguity.