Microsoft Technical Support Specialist - Minecraft 

United States, Washington 

222694842

The Minecraft Player Care team is looking for a Technical Support Specialist to drive innovation in our technical support services and to improve the overall player support experience related to more complicated contact types. Your role will collaborate across the organization, understand and communicate requirements and information efficiently and effectively, drive for clarity to solutions and develop relationships that lead to efficient problem solving. You will work closely with partner teams to architect and own Minecraft services that improve the ability of our teams to solve our players’ issues quickly and accurately.

Qualifications:

• 7+ years technology industry, customer service, or related experience

• 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

Preferred Qualifications:

• 7+ years in a technical support or Help Desk leadership role within the gaming industry
• 7+ years managing cross-functionaland/or cross-team projects
• Passion forgaming and the player experience

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• Advanced Troubleshooting:Analyze and diagnose complex technical problems related to console/mobile gaminghardware, software, and networking issues
• Escalation Handling:Receive and manage escalated support tickets from lower-tier support teams and internal legal partners, ensuring a prompt and efficient resolution.
• Outage and Incident Management and Documentation: Assess and re-imagine the current outage and incident protocol, partner with internal teams for resolution to playerimpactingissues, and report incident impact on Support to owning partner teams.
• Collaboration

• Embody our