Technical Support Advisor
hace 2 semanas
With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and 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.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**:
- Team Readiness & Development - you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
- Case Management (Delivery Excellence) - you will perform case reviews to ensure process compliance.
- Managing Collaborative Activities - mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
- Supportability Activities - you will contribute to customer self-help and volume deflection initiatives.
- Process Improvement - you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.
**Qualifications**:
- 2+ years technical support, technical consulting experience, or information technology experience.
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- 3+ years of experience in DevOps Systems: Azure DevOps Services, Azure DevOps Server (formerly Team Foundation Server), GitHub Enterprise, Atlassian.
- 3+ years of experience in Cloud Technologies: Microsoft Azure, Amazon web services, or iCloud.
- 2+ years experience with Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5.
- 2+ years of experience in Developer Tools such as Visual Studio, Unity, or Eclipse.
- Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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