Technical Support Expert

hace 1 día


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

Company Overview

As a global leader in technology, Microsoft Corporation is dedicated to empowering every person and organization on the planet to achieve more. With over 17,000 employees worldwide, our Customer Experience & Success (CE&S) organization drives the strategy, design, and implementation of our end-to-end customer experience.

Job Description

We are seeking a skilled Technical Support Advisor to join our Customer Service & Support (CSS) organization. This role is part of our Applications & Infrastructure group, which provides commercial customers with timely technical expertise to address their business-critical challenges.

In this position, you will work collaboratively with internal teams and external partners to enhance support readiness, develop training plans, and contribute to the creation and implementation of readiness programs. You will also engage in case management, collaborating on cross-team and cross-product technical issues, and manage collaboration activities such as swarming and knowledge sharing.

Responsibilities

  • Readiness Development: Develops training plans for supplier engineers based on skills gap analysis and product needs, reviews and provides gap analysis to develop readiness plans for delivery partner teams and/or internal teams, contributes to the creation and implementation of readiness plans and content, and assists in the implementation of end-to-end readiness programs.
  • Case Management (Delivery Excellence): Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues, helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders, engages and collaborates with other Microsoft groups in gaining resolution for critical, complex issues, teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues.
  • Supportability Activities: Contributes to customer self-help and volume deflection initiatives, identifies technical deficiencies in services or processes to help improve the quality of the services, helps define and evangelize operational standards, processes, and practices to vendor teams, understands how customers are using a given product or service and the challenges that they might face, manages bug recognition within team and communicates need to higher levels of team, drives awareness and feedback on opportunities for training, content, tools, and processes, provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.
  • Process Improvement: Collaborates with internal teams, and sometimes external teams, for product and process feedback, partners with manager and Supply Delivery Manager for continuous improvement planning, serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes, evangelizes processes and process improvements, analyzes trends (e.g., case types, volumes) and collaborates with stakeholder teams to provide product and process improvement feedback.

Qualifications

  • 2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience, OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
  • Additional or Preferred Qualifications: 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience, OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.


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