Technical Advisor for Latin American Markets
hace 1 día
As a Technical Advisor at Microsoft, you will play a crucial role in providing technical support to Spanish and Portuguese speaking customers across Latin America.
The ideal candidate will have excellent communication skills, be able to work independently, and possess a strong technical background. You will be responsible for developing training plans for supplier engineers, reviewing gap analysis, and contributing to the creation of readiness plans and content.
Responsibilities- Readiness Development:
• Supports delivery partners and teams by enhancing support readiness and ensuring timely resolution through skill 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 based on skills gap analysis, product needs, etc.
• Contributes to the creation and implementation of readiness plans and content.
• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks) for both internal and external teams.
- Case Management (Delivery Excellence): Managing Collaborative Activities
• 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, including escalation teams and the development team, in gaining resolution for critical, complex issues.
• Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions.
• Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.
- 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 various stakeholders such as team managers, Engineer TAs, Supportability PMs and PG to drive improvement initiatives.
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