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Required/Minimum Qualifications
• 7+ 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 Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
• OR equivalent experience.
• Prior Incident and escalation management experience
• Executive/leader stakeholder management experience
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 position requires verification of U.S 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, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.
Additional or Preferred Qualifications
•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 Bachelor's Degree in technology, business, or related field AND 5+ 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:
• Acts as an internal expert to resolve longer running, sensitive, or escalated issues
or acts as a primary contact for escalated issues on behalf of less experienced IC
provides coaching, mentorship, or support to less experienced Support Escalation
• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)
specific region/area. Acts as a subject matter expert on best practices to support
• Reviews status updates to customers and provides informal guidance to others
on communicating with internal stakeholders through various channels of
communication for highly sensitive or difficult issues.
• Leads strategic projects designed to improve resolution times, customer
satisfaction, and support experience.
• Proactively coordinates resources and establishes relationships to drive
discussions to remediate future issues.
• Leverages relationships across teams to remove roadblocks. Establishes and
• Owns escalated issues and manages account-aligned customer incidents to
identify and remove barriers. Ensures existing processes are not a blocker to
efforts with a global perspective. Acts as an expert and provides informal
highly complex cases.
• Manages customer and field expectations around issue response and represents
Communicates and influences internally to drive faster issue resolution.
• Identifies and builds strategic relationships with internal teams, partners, and
communications with senior leadership to resolve issues that are complex in
Process Improvement
• Surfaces feedback from the team and drives collaboration across functions to
identify systematic issues and leads process breakdowns to ensure
resolution/progress. Creates strategy for process improvements and leads project
or workgroup to improve internal processes.
• Reviews postmortem executive summaries and identifies patterns across
issues in partnership with leadership.
Vendor Relationships
• Owns and leads relationships with outsource vendor to resolve issues and foster
positive cultural and behavioral changes.
• Embody our and
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