Microsoft Support Escalation Manager 

Taiwan, Taoyuan City 

234034588

Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.

Required Qualifications:
• 9+ years of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
o OR equivalent experience

Prior Incident and escalation management experience
Proficient in C-level stakeholder management

Portuguese Speaking preferred but not required. Spanish an advantage also not required

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.

• Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
• Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
• Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
• Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
• Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
• Vendor Relationships: Own and lead relationships with outsource vendors.