Microsoft Support Escalation Management 

Singapore 

278742385

Required/Minimum Qualifications

• 9+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR equivalent experience. Additional or Preferred Qualifications.
• 12+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 9+ years technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR equivalent experience.
• Project management experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

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.

• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)
  initiatives by creating plans and managing relationships with other business units
  to improve the customer support experience for a group of customers or a
  specific region/area. Acts as a subject matter expert on best practices to support
  the customer experience.
• Reviews status updates to customers and provides informal guidance to others
  on communicating with internal stakeholders through various channels of
  communication for highly sensitive or difficult issues.
• Leads strategic projects designed to improve resolution times, customer
  satisfaction, and support experience.
• Proactively coordinates resources and establishes relationships to drive
  opportunities within the team and across stakeholder groups in postmortem
  discussions to remediate future issues.

• Leverages relationships across teams to remove roadblocks. Establishes and
  oversees the development of written protocols to ensure customer issues are
  resolved. Identifies reoccurring roadblocks across the team and escalates as
  needed.
• Owns escalated issues and manages account-aligned customer incidents to
  identify and remove barriers. Ensures existing processes are not a blocker to
  customer issue resolution and influences the direction of process improvement
  efforts with a global perspective. Acts as an expert and provides informal
  guidance to Support Escalation team members on how to handle moderate to
  highly complex cases.

• Manages customer and field expectations around issue response and represents
  the company independently. Ensures customer and MSFT internal stakeholders
  stay informed on the response and resolution status of customer issues.
  Communicates and influences internally to drive faster issue resolution.
• Identifies and builds strategic relationships with internal teams, partners, and
  communications with senior leadership to resolve issues that are complex in
  scope.

Process Improvement

• Surfaces feedback from the team and drives collaboration across functions to
  identify systematic issues and leads process breakdowns to ensure
  resolution/progress. Creates strategy for process improvements and leads project
  or workgroup to improve internal processes.
• Reviews postmortem executive summaries and identifies patterns across
  customer issues. Creates strategies to resolve reoccurring or highly sensitive
  issues in partnership with leadership.

Vendor Relationships

• Owns and leads relationships with outsource vendor to resolve issues and foster
positive cultural and behavioral changes.

• Embody our culture and value