Technical Support Advisor

Descripción del puesto:

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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.

Develop and Align Support Strategy
* Define KPIs. Directly correlated to offerings requirements
* Interpreting the offering requirements into delivery capabilities
Planning and Customer Onboarding
* Articulate the current state and the impact the proposed offering would bring. Include the financial projections, compete etc. If this is a new entitlement, clearly collect the information on audience of the entitlement, the requirements. Value add of the entitlement to the existing ones, which technical skillsets are needed, if they already exist, or do they need to be build etc.
* Develop and execute a comprehensive scale strategy, encompassing resource planning. Assess and allocate project resources, including capacity planning for projected volume. Identify any necessary skillsets and determine the minimum team size. Additionally, consider other resource requirements such as tooling.
* Alignment with sales teams to ensure we can deliver on pipeline customers.

Case Management (Delivery Excellence)
* Improves team's problem solving skills, case management, and customer service skills; promotes continued learning, self-study, and contributions to team knowledge. Drives technical triages on upcoming products/complex technical subjects for overall improvement of team performance across multiple teams. Leverages subject matter expertise to understand and prepare team on what types of issues are expected, and how to approach them. Provides actionable process or technical feedback, at the regional or global level, derived from case reviews to Service Delivery managers, subject matter experts, and Managers at delivery partners. Handles highly complex, political, financial, and executive level cases.

Managing Collaboration Activities

* Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer feedback towards future product enhancements. Oversees the swarming process to ensure that "silos" are bridged and that individuals first taking issues own it through resolution.

Process Improvement

* Works to refine processes as needed by collaborating with global teams and product groups to influence, improve, and/or propose fixes to the development of products and features. Acts as liaison between engineering teams and support teams to ensure process is refined and works correctly. Serves as an early warning system and is able to put plans in place to mitigate issues and proactively address solutions. Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Collaborate with appropriate contacts (e.g. SDMs, DPMs, M1, SPMs [Supportability Program Managers], Managers of Delivery teams) to drive improvements in quality and efficiency. Evangelizes processes and process improvements.

Readiness Development

* Reviews and provides gap analysis, at a global level, to assist with developing readiness plans for delivery partner teams based on skills gap analysis, product needs, etc. Ensures support readiness for internal and external partners, and coordinates with Release Excellence on release management plans for delivery partners. May partner with Delivery partners for enablement and holds Delivery Partner Manager (DPM) responsible for taking ownership in space. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team). Teaches technical and non-technical leadership skills to lower-level Technical Support Advisors (TSAs). Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Prepares content and delivery training for L300 certification.

Supportability Activities

* Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer and product feedback towards future product enhancements. Oversees swarming, emerging issue, and other operational process to ensure that "silos" across functions are bridged and that individuals first taking issues own it through resolution. Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency.
Other

* Embody our Culture and Values

Requerimientos del candidato/a:

Required/minimum qualifications
* Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 6+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 8+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
* 4+ years prior product, customer support and/or technical support experience.
* Business level fluency in English.

Additional or preferred qualifications
* Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 9+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
* 5+ years prior product, customer support and/or technical support experience.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#CES #CSS #SCIM