Microsoft Technical Support Advisory 

Taiwan, Taoyuan City 

67499575

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.

• 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

o OR equivalent experience
• 3+ years of prior product, customer support and/or technical support experience

Other Requirements:

• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirementsinclude, butare 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.

Additional or Preferred Qualifications:

• System development, network operations, software support.
• Consulting or technical troubleshooting experience.
• Customer support.
• Technical support experience.
• Analytical thinker and ability to diagnose business problems.
• Ability to effectively communicate across a variety of stakeholders including: internal engineering teams, external delivery partners, data analytics teams and others.

Technical Support Advisory IC4 - The typical base pay range for this role across Canada is CAD $91,000 - CAD $168,400 per year.

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.

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.

·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.

·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

• Embody our and