Microsoft Technical Support Escalation Manager 

Taiwan, Taoyuan City 

420186562

• 7+ years of technology industry, customer service, or related experience

o OR Bachelor's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 3+ years of technology industry, customer service, or related experience
o OR equivalent experience

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.

Additional or Preferred Qualifications:

• Customer Service and support experience. Computer/Technical skills and Troubleshooting. Prior experience as a Support Engineer in Windows and Office products.

• Escalation management & Critical situation handling. Organizational skills with attention to detail.

• Collaborative team player with strong stakeholder management skills. Work remotely on individual issues whilst contributing to the team success. Ability to influence and build relationships in an international environment Demonstrated business maturity. Problem solving and research skills

• Excellent time organization and close-out discipline. Ability to manage and work within ambiguity to reach a successful outcome.

• Problem solver that can identify both short term mitigation and propose options for longer term resolution. Inquisitive and proactive, actively seeing new problems. Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.

• Strong written and verbal communication skills in English and Portuguese (desirable)

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• 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.

• 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.

Process Improvement:

• Identifiessystematic issues and process breakdown andparticipatesin a project or workgroup to improve systematic issues and internal processes

• Identifiespatterns in customer issues and supports the delivery of strategies to resolve them

Vendor Relationships:

• Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes

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