Microsoft Senior Support Escalation Manager 

United States 

5017905

Required/Minimum Qualifications

• 7+ years technology industry, customer service, or related experience
  • OR 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.
• 2+ Years of Commerce or Volume Licensing related Office 365 experience and Knowledge of Microsoft billing and/or volume licensing processes and policies, including activation, payments, credits, refunds, invoices, credit cards and other purchase channels and good understanding of Office 365 subscription provisioning, Admin roles and identities.

Other requirements: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.

Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Additional or Preferred Qualifications

• 8+ years technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience
  • OR equivalent experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).

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

• Acts as an internal expert to resolve longer running, sensitive, or escalated issues

or acts as a primary contact for escalated issues on behalf of less experienced IC

provides coaching, mentorship, or support to less experienced Support Escalation

• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)

specific region/area. Acts as a subject matter expert on best practices to support

• 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

discussions to remediate future issues.

• Leverages relationships across teams to remove roadblocks. Establishes and

• Owns escalated issues and manages account-aligned customer incidents to

identify and remove barriers. Ensures existing processes are not a blocker to

efforts with a global perspective. Acts as an expert and provides informal

highly complex cases.

• Manages customer and field expectations around issue response and represents

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

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

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 and