Empower every person and organization on the planet to achieve more. That's what inspires us, drives our work, and pushes us to challenge the status quo every day.
At Microsoft, we also work to empower our employees so they can achieve more. We believe we should each find meaning in our work and we ensure employees have the freedom and the reach to help make a difference in the world.
Do you want to join a fun, energetic and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization? If so, the Windows Technical Advisor position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!
A Windows Technical Advisor at Microsoft is an exciting & challenging role.
You will provide Windows product platform and process support, guidance, training and mentorship to Delivery Partner Managers and Advocates related to supporting Windows via multiple Support Channels.
You will collaborate closely with other TA's, Partners, Teams and Organizations across Microsoft sharing and building best practice, improving process' and providing feedback emphasizing Support Excellence for continuous improvements in meeting all customers' requirements.
The role is also responsible for ensuring Case Management meets quality standards required to decrease time to resolution and maximize customer satisfaction whilst ensuring procedures and processes are adhered to.
The Technical Advisor needs to evangelize Customer Obsession and the Microsoft Culture by ensuring high standards in the way Delivery Partners work, act and react.
The successful candidate has the drive and intellectual horsepower to ensure our advocates have everything they need to solve customer issues; will be seen as a SME for the advocate and TA teams regarding case reviews, process, troubleshooting and will interface with various levels of management across our delivery partners and Microsoft. We are seeking for individuals who possess the following:
English Language: fluent in reading, writing and speaking
Thoughtful, analytical leader
Thrive in dynamic, high-stress environments
Able to see a problem from many angles
Unrelenting focus on driving results
Experience on embracing and working effectively within complex, ambiguous and multicultural environments
Experience on forging strong and positive relationship across organizations and levels
Experience on successfully leading complex, cross-organization initiatives
3 or more years industry experience working with external customers and contact centers focusing on the following areas: Operations Program Management, Support Delivery, Supplier Management and Performance Improvement
Experience in cross-group collaboration across multiple groups
Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering, related technical degrees or applicable industry experience
Strong customer service skills, accurate and logical problem solving, plus the ability to excel in a team environment
Excellent Communication Skills - verbal, listening, presenting and written (including technical writing).
Passion for technology, lifelong learning and professional development
Working knowledge of Windows Architecture and Internals
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
Training and coaching abilities
Immense passion for Customer Experience
Passion for driving product, workflow, content and policy enhancements that benefit consumers
Demonstrate ability to remain calm and professional during situations of high sensitivity and urgency
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.
Obsess about & know our customers & partners
Deliver the "Perfect Every Time" experience
Seeks information about the underlying needs of customers
Allocates and aligns resources to optimize the customer experience
Develops and communicates realistic outcomes
Demonstrates expertise in a specific solution, or several products, feature functions, or services
Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
Provide technical and soft skills coaching and mentoring to Suppliers' Advocate and Leads Teams
Work with Supplier Support teams to monitor case wellness and provide feedback to management regarding technical ability, competency and process adherence
Lead the transformation
Consistently apply "lessons learned" model, personal accountability & teamwork
Understands customer/partner requirements, and can map the adoption and optimization of Microsoft technology solutions accordingly
Demonstrated Self Learner
Conduct regular technical triages and issue/case reviews with Suppliers in order to drive continued technical growth
Perform tech reviews to ensure overall case wellness, work/scope and resolution quality. Follow up to ensure action has been taken and progression of cases
Establish and maintain a strong technical relationship with the Supplier and escalations teams
Work directly with TLs and SEs at the Supplier to foster collaboration, open communication channels and identify technical needs
Initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements
Travel for periodic Supplier visits; when on-site, training and mentoring will be required for the Supplier Support teams
Own & optimize your delivery
Collaborate & actively participate in the end-to-end delivery vision
Collaborate modifying existing intellectual property (IP) or, where applicable, on creating new content
Deliver Training as or if needed
Actively Collaborate with Suppliers Teams to provide Product feedback to Product Group as well as Processes feedback to Internal Teams
Support & drive growth, consumption & revenue
Seeks opportunities to drive Services business results by collaborating with multiple team members
Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Services business priorities and stakeholder management principles
Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats