Microsoft Technical Support Specialist

hace 15 horas


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

At Microsoft, we are committed to empowering every person and organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.

We are seeking a highly skilled Technical Support Specialist - Delivery Excellence to join our team. In this role, you will be responsible for ensuring the development of technical capabilities in support engineers. You will coach and mentor them on case management standards to improve throughput and handle complex cases.

As a Technical Support Specialist - Delivery Excellence, you will deliver unique value by utilizing your technical knowledge to ensure ramp-up and readiness of support engineering staff to assist customers with issues while maintaining a high-quality bar. You will focus on the success of one or more services and the overall pod or team.

Key Responsibilities:

  • Readiness Development: Monitor and evaluate performance, support readiness, and driver improvement in support quality for internal teams and partners. Work with readiness and training teams to optimize curriculum, reducing delivery time requirements, and enhance material.
  • Case Management (Delivery Excellence): Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Help drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders.
  • Supportability Activities: Drive implementation of improvement initiatives from the Delivery Excellence team. Ensure engineers follow supportability processes/refine processes to enable engineers to identify and report supportability ideas/issues to product group.

Requirements:

  • 4+ years in system development, network operations, software

Benefits:

  • Opportunity to work with a leading technology company
  • Chance to develop technical skills and expertise
  • Collaborative and dynamic work environment

We are an equal opportunities employer and welcome applications from diverse candidates.



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