Microsoft Support Escalation Management Taiwan, Taoyuan City 305413115
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We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.
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:
- Master's Degree in technology, business, or related field AND 3+ 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 7+ years technology industry, customer service, or related experience OR equivalent experience.
- Prior Incident and escalation management experience
- Proficient in C-level stakeholder management
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 role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
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 Prefferred Qualifications:
- 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 8+ 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).
- Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.
- Ability to commute occasionally to the location specified in the requisition is a requirement of this role.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft will accept applications for the role until Oct 20, 2025.
Collaboration:
- Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues.
- Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.
- Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.
- Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.
- Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.
- Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
- Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
- Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.
- Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
- Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
- Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
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