Customer Experience Excellence Advocate

hace 1 día


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 experience. We are looking for a highly skilled professional to join our team and help us exceed customer expectations.

Your primary responsibilities will include:

  • Providing technical coaching and guidance to Delivery Partner Engineers and Advocates
  • Partnering with the Support Delivery Manager and CSS Training teams to address readiness gaps and ensure findings are shared across Delivery Partners and LOBs
  • Owning case management duties, including incoming inspection, escalations, tech reviews, triage, wellness, and reduced time to resolution measures
  • Creating and contributing to readiness content as a Subject Matter Expert (SME)
  • Managing collaboration activities, including reactive and proactive cross-team efforts for complex cases and overall process improvement

You will work closely with stakeholders to identify and recommend technical, program process, and tool opportunities, leading with innovation within your scope and prioritizing needs when beyond. Your expertise will also be valuable in providing frontline technical or sales operations oversight to Delivery Partners.

To succeed in this role, you should have:

  • 3+ years of experience in system development, network operations, software support, IT, consulting, or technical troubleshooting
  • OR Bachelor's Degree in Information Technology, Computer Science, Business Administration, Electrical Engineering, or Business Leadership, along with 3+ years of experience in system development, network operations, software support, IT, consulting, or technical troubleshooting
  • 3+ years of prior product, customer support, and/or technical support experience
  • Bilingual: English, Spanish, and Portuguese preferred but not essential

Additional requirements include:

  • Accurate and logical problem-solving independently and in a fast-paced team environment
  • Demonstrated ability to deliver high-quality customer support with strong customer service skills
  • Regularly exhibits a growth mindset with passion for lifelong learning and personal and professional development
  • Experience with Microsoft technologies, including Azure, SQL Server, Exchange, Active Directory, IIS, SharePoint, and Office
  • Excellent communication skills, including technical writing and messaging delivery to all levels of customer and partner organizations

We estimate the annual salary for this position to be around $120,000-$180,000, depending on location and experience.

At Microsoft, we offer a range of benefits, including comprehensive health insurance, retirement savings plans, paid time off, and opportunities for professional growth and development.



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