Microsoft Support Planner 

United States, Washington 

697227049

Required/Minimum Qualifications

• 5+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience
  • OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 2+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience.

Identification and Prioritization

• Identifies broad dependencies and risks in specific products/programs that they are responsible for relative to other products/programs makes recommendations to mitigate them.
• Develops and/or reviews new support scenarios (e.g., features, customer entry points, capabilities) prior to or during in-life releases to identify moderately complex customer experience scenarios that may drive support incidents. Documents the end-to-end customer experience to identify and communicate risks, and identifies approaches to remove them with relevant teams. Builds plans in response to new support offerings or improvement opportunities, and identifies approaches to remove them with relevant teams.
• Gathers feedback on existing feature/program/product scenarios to identify blockers and applies existing approaches to remove them with relevant teams. Identify ways to increase efficiency and/or return on investment (ROI).

Monitoring

• Monitors key performance indicators (KPIs) for assigned features or services for issues and makes recommendations to improve the customer experience.

Relationship Management

• Manages moderately complex stakeholder relationships across product group, engineering, and support ability with a clear rhythm of business (ROB), and active communication, to drive customer and support experience alignment.
• Leverages status reports, data, and other communication methods, using storytelling to influence stakeholders to communicate issues and improvement opportunities. Highlights risks and issues through existing data and reporting.

Opportunities

• Analyzes the experience and the voice of the customer and delivery team at a product line level to identify new opportunities to drive customer loyalty and return on investment. Raises these opportunities to stakeholders for sponsorship and buy in and reviews experiences of other business units, and identifies ways to incorporate into their strategies to drive continuous improvement and growth.

Other

• Embody our and