Support Escalation Management

San José
Permanente
Tiempo completo

Hace 6 días

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.In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues serving as Postmortem Analyst. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. This role will focus on escalations and can span across Consumer & Commercial customers. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices.The Support Escalation Manager performs support quality reviews for Executive, Legal, and PR escalations escalations while collaborating with internal CSS employees to collect the right level of data to be able to complete full postmortem of an escalation. This requires engagement with various internal teams to review policy and processes that impact quality and customer experience. This includes reinforcing capable solutions to customer issues and identifying pain points customers are experiencing in order to promote continuous improvements while creating a stronger customer experience. They will work on opportunities to reduce escalations as well as provide guidance to the delivery teams. This individual will be expected to proactively develop strong relationships across the organization, working collaboratively with advocates, team leads, and FTEs.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:Response and Resolution:

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

• Performs in-depth product troubleshooting and remediation when needed.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness:

• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement:

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
• Provides feedback to the product group for product improvement.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.

• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Understand the CSS and Escalation support ecosystem

Partner closely with escalation teams and support delivery teams within CSS

Work on ADO; create and update work items to be reported out to the leadership level

Identifying reoccurring or emerging issues and escalating them to the appropriate channels

Collaborating with CSS and other teams such as Product Group, Engineering Group etc

Ensure all reviews are correctly documented and calibrated around the necessary customer issues

Effective coordination of communication

Partner closely with delivery sites:
Identify pain points
Promote continuous improvements in quality
Create a seamless customer experience
Deliver timely and comprehensive solutions to appropriate parties

Other:

Embody our

andQualifications:Required Qualifications:

3+ years technical support, technical consulting experience, or information technology experience

o 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.

Prior experience on technical support roles at an enterprise level across the complete range of Microsoft offerings including software, services and devices.

Competent with Azure DevOps skills

Proficiency in troubleshooting complex escalation management and critical situation handling scenarios with high customer service

Language requirement: fluent in reading, writing and speaking English.

Other: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.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 .

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