Microsoft Technical Support Lead 

United States 

757113106

This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.

Required/Minimum Qualifications

• 11+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
  • OR equivalent experience.

Additional or Preferred Qualifications

• 16+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
  • OR equivalent experience.
• Project management experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).

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

Customer Resolution

• Develops innovative solutions to resolve highly complex and highly visible escalation issues, playing a key role in development of protocols for escalating issues. Establishes relationships across regions with various internal and external teams and gains buy-in with executive leaders to resolve global, cross-functional customer issues by establishing strategic projects. Develops strategic actions plans to resolve highly complex customer issues and prevent future problems from occurring.
• Establishes strategic plans and assigns ownersship on cross-region, cross-group, cross-business, or account team unit (ATU) initiatives to resolve higly sensitive, complex, political, or systemic customer issues across regions. Orchestrates resources across regions to improve the customer support experience for customers that have a global span. Represents the business as a leading expert in one or two technical areas. Identifies and shares best practices across functional teams to support the customer experience.
• Creates communication plans and communicates status updates to internal and external executives contacts, for highly complex and highly visible escalation issues through various channels of communication for highly sensitive or difficult issues.
• Designs and coordinates resources to lead strategic projects that improve resolution times, customer satisfaction, and support experience, making changes to ensure global consistency across teams and time zones.
• Drives opportunities across regional stakeholder groups in postmortem discussions and offers strategic proposals to senior leaders on improvements to remediate future issues.

Collaboration

• Manages relationships with leaders across teams and establishes accountability to remove roadblocks. Uses knowledge of business impact to establish processes and written protocols that ensure customer issues are resolved. Identifies reoccurring roadblocks across regions and coordinates teams and resources to resolve them.
• Identifies systematic patterns of issues and gains buy-in from cross-regional leadership to address trends and confirm root cause. Resolves strategic issues with other regional leaders to ensure existing processes are not a blocker to customer issue resolution across the region. Develops and documents best practices for Support Escalation team members on achieving best in class reactive support outcomes.

Communication

• Acts as a technical expert for the business on conference calls to implement standards used by others that represent the company. Ensures senior leaders and executives stay informed of the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution. Ensures agreement across the business around customer and field expectations and resolution.
• Expands cross-regional network of relationships with internal and external teams and partners and proactively communicates with cross-region leadership on a broad range of escalated issues that are highly complex in scope, and oversees their resolution.

Process Improvement

• Removes barriers around systematic issues and process breakdowns across businesses to drive desired customer outcomes. Creates strategy for process improvements and assigns ownership across project or workgroups to improve internal processes. Leads communication with project owners and internal stakeholders to manage project expectations.
• Creates executive summaries and creates strategies to resolve reoccurring issues across functions. Establishes best practices across the region to create strategy and gains buy-in from cross-regional leadership to resolve systemic issues.

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