Customer Experience Technical Support Specialist

hace 2 días


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

Microsoft is a leader in empowering individuals and organizations to achieve their goals. Our company culture is built on embracing a growth mindset, inspiring excellence, and encouraging teams to bring their best each day.

We are seeking a skilled Customer Experience Technical Support Specialist to join our team. This role plays a critical part in ensuring our customers receive exceptional support and experience.

Responsibilities
  • Provide technical coaching and guidance to Delivery Partner engineers and advocates.
  • Partner with the Support Delivery Manager and CSS Training teams to address readiness gaps and ensure findings are shared across Delivery Partners and Lines of Business.
  • Manage case management duties, including incoming inspection, escalations, tech reviews, triage, wellness, and reduced time to measures.
  • Develop Readiness Content and contribute to readiness efforts as a Subject Matter Expert (SME).
  • Manage collaboration activities, including reactive and proactive cross-team efforts for complex cases and overall process improvement.
  • Contribute to Supportability activities, such as case analysis and pattern recognition, deflection initiatives, and other Supportability improvements working with stakeholders like Supportability Program Managers.
Required Skills and Qualifications
  • Fluent English language skills, including reading, writing, and speaking.
  • Proficient in networking protocols, client-side caching, DFS namespace, network load balancing, wireless technologies, remote file systems, Windows Firewall and Security, Network Policy Server, remote access, and Windows Information Protection.
Benefits

At Microsoft, we offer a comprehensive benefits package, including security clearances required for this role. Benefits may vary depending on employment status and location.



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