Digital Native - Support Escalation Management
Las Colinas, Texas
Employer: Microsoft
Industry: Technical Support
Salary: $75100 - $148900 per year
Job type: Full-Time
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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.
In the Customer Service & Support (CSS) organization we are looking for candidate with a passion for delivering customer success. As a Digital Native - Support Escalation Management, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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:
Response and Resolution:
Embody our culture and values
Qualifications:
Required Qualifications:
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.
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
Preferred Qualifications:
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 August 30, 2024.
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 #CCSE
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.
In the Customer Service & Support (CSS) organization we are looking for candidate with a passion for delivering customer success. As a Digital Native - Support Escalation Management, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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:
Response and Resolution:
- Act as the primary contact to understand issues and enhance experiences for account-aligned customers and leverage established relationships with internal teams to resolve customer issues.
- Contribute proactively to regional, inter-group, or account team unit (ATU) initiatives and provide status updates to customers and internal stakeholders.
- Contribute to strategic projects aimed at improving resolution times and customer satisfaction and facilitate postmortem discussions to analyze assigned cases.
- Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.
- Engage with engineering and operations teams to identify the right resources.
- Follow written protocols to engage the appropriate groups for customer issue resolution and manage escalated issues and remove barriers for account-aligned customers.
- Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary.
- Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear.
- Manage customer and field expectations around issue response and ensure stakeholders stay informed on response and resolution status and proactively communicate with internal teams and leadership on complex issues.
- Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
- Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more escalation managers.
- Proactively escalates highly sensitive issues to support escalation managers.
- Identify and document feedback to improve systematic issues and internal processes and create executive summaries for post-mortem outcomes and escalate highly sensitive issues to Support Escalation Managers.
Embody our culture and values
Qualifications:
Required Qualifications:
- 5+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience
- OR equivalent experience
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.
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
Preferred Qualifications:
- 7+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR equivalent experience.
- Experience working with Microsoft products and services. Intermediate (200+ level) knowledge of Microsoft products and services with focus on Microsoft Cloud ITIL and/or Microsoft Foundations certification.
- Track record in successfully coordinating activities that involve cross-team of internal/external contacts
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 August 30, 2024.
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 #CCSE
Created: 2024-08-27
Reference: 1760201
Country: United States
State: Texas
City: Las Colinas