Technical Support Advisor

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.

Do you have passion for influencing Customer’s Support Experiences? Do you believe Customer satisfaction is core to the success of any business? Are you technically minded, a life-long learner with a growth-mindset who is excited by the possibilities of leveraging technology and AI to remove blockers for customers and support advocates. Do you thrive on analyzing data and feedback to make the support experience better? Are you someone with a passion to solve real world business problems?  If you have answered yes to these questions, then this role may be for you.

PTAs will spend time walking in the customer’s and advocate’s shoes, through our portals (product, online, assisted) and tools into the support experiences, understanding the challenges and detailing areas for improvement or innovations for advocates.

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.

You will be responsible for the readiness of our advocates and work to improve customer experience by removing blockers for our support advocates to help customers when they need it most. Through a global network of 3rd party suppliers our Partner Technical Advisors have a critical role in making operational and programmatic changes a reality. You will deliver unique value by influencing supplier support staff in terms of their technical capabilities, case management and by handling emerging issues to improve case progress/wellness towards great Customer and Partner experience. 

You will be part of a team responsible for providing outstanding technical support expertise to our consumer customer service advocates. Helping to drive the end-to-end support experience for our customers that require assistance. In this role you’ll also collaborate with numerous internal stakeholders who have a strong desire to improve the end-to-end support experience for our customers that require assistance.

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.

Response and Resolution

·Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.

·Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.

·Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).

·Contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

·Collaborate with stakeholder teams to provide product and process improvement feedback.

Readiness

·Ensure release & readiness activities are successfully executed, and have a consistent process that includes communication, timing, and monitoring.
·Partner with training development and knowledge content Shared Services teams to prioritize and manage the needs identified by team members.
·Drive workflow process and/or policy design & improvements that improve customer experience.

Product/Process Improvement

·Monitor and evaluate performance, support readiness and drive improvements in support quality within our Delivery Partner ecosystem.
·Anticipates customer and advocate needs and proactively meets and exceeds customer expectations.

·Recognizes the issues that customers want to resolve, and creates, or facilitates the creation of, products and services to address customer needs.
·Effectively collaborate with your peers to identify opportunities to build on the success of others.
·Communicate and network effectively. Successfully persuades and influences others and can effectively build trusted relationships with 3rd party suppliers.

Business Integration

·Serve as a Subject Matter Expert resource and supportive coach during Technical Triages and as needed for case escalations.
Identify and drive proper ownership and Delivery Partner empowerment to reduce escalations that require PTA engagement.
Assist internal partners with Risk mitigation and fraud prevention by understanding application and intersection of product, tools, process, policy, agent, and customer behaviors.

Other 

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