With over 18,000 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.
Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization – Security, Compliance, Identity and Management (SCIM) – was created to further enable our commitment to our company?s collective Security strategy and our ability to handle these critical customer needs from start to finish.
We are looking for a Senior Technical Support Advisor who is a service delivery, business matter expert. You will be responsible for orchestration of the leadership team in Security and Compliance (S&C), work closely with the SCIM S&C World Wide Leader. You will provide in-depth business operations expertise for the leadership team, in services or scenarios while driving operational rigor and excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the leadership staff and managers.
This role is flexible in that you can work up to 100% 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
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, and coordinates with Release Excellence on release management plans for delivery partners. 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.
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.
Supportability Activities
? Partners with product group to ensure driving cases and are completed daily. Leverages subject matter expertise to remain heavily involved in Customer Relationship Management (CRM) or diagnostic tool requirements. Communicates with product groups and ensures completion of activities. Writes modules for tools (e.g., detectors), troubleshooting guides, and tools development. Coordinates with supportability leads and works with them to drive action and ensure plans have appropriate visibility.
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.
Other
? Embody our culture and values
Qualifications
Required Qualifications
? Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Management AND 6+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
? OR 8+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
? 4+ years prior product, customer support and/or business operations experience in technical support.
Other Requirements
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred/Additional Qualifications
? Bachelor’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Management AND 8+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 9+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
? 5+ years prior product, customer support and/or business operations experience in technical support.
? Experience in Network Security Engineering or consulting, and/or Systems Administration with focus on security.
? Experience with endpoint security, server security, or threat analytics.
? Experience on Windows Server, Windows Client, Active Directory and or Azure Active Directory Administration
? Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
? Experience supporting large and complex geographically distributed enterprise environments
? Knowledge of business processes, quality control, costs and other techniques for maximizing the effective delivery of a great customer experience in technical support.
? Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
? Knowledge of computer software, such as MS Word, MS PowerPoint, MS Project, Planner, Teams, Excel, Visio etc.
Experience In One Or More Of These Areas Desirable
? Experience with Linux or Mac administration
? Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level).
Technical Support Advisory IC5 – The typical base pay range for this role across the U.S. is USD $103,800 – $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 – $219,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until July 15, 2024.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations
