Microsoft Support Escalation Manager 

Taiwan, Taoyuan City 

510552395

Required Qualifications:
• 10+ years of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 8+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 5+ years of technology industry, customer service, or related experience
o OR equivalent experience

Organizational skills with attention to detail
Understanding of reverse logistics
ITIL or similar problem management

• Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues.
• Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction.
• Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements.
• Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don’t hinder issue resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution.
• Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues.
• Vendor Relationships: Drive relationships with outsource vendors for issue resolution.