Technical Support Specialist for Enhanced Customer Experience
hace 19 horas
Microsoft's mission to empower every person and every organization on the planet is at the forefront of our strategy.Culture plays a vital role in this mission, centered around embracing a growth mindset 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.
The Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. Our vision is 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 that is rooted in our commitment to delivering on customer outcomes.
Key Responsibilities:
- Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.
- Identify cases that require escalation (either technically or strategically).
- Create and maintain incident management requests to product group or engineering group.
- Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
- Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.
Qualifications:
Language Qualification:
- English Language: fluent in reading, writing, and speaking.
Required Skills:
- Databricks Subject Matter Expert.
- Ability to work non-standard hours, weekends, and public holidays if required.
- 3 years of experience in a customer-facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment.
Preferred Qualifications:
- B.S. degree in Computer Science or equivalent experience.
Security Clearances:
- Ability to meet Microsoft, customer, and/or government security screening requirements are required for this role.
Benefits and Perks: May vary depending on the nature of your employment with Microsoft and the country where you work.
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