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Technical Support Advisory IC2

Microsoft

Microsoft

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, September 15, 2023
With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.

Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Microsoft Security is now a multi-billion-dollar business, with product lines that help customers protect, detect and respond to cybersecurity threats: Microsoft Entra, Defender, Intune, Purview, Priva and Sentinel. To support this comprehensive set of product families, CSS has formed a new Support Business Unit: Security, Compliance, Identity and Management, or SCIM, to empower our customers to achieve more through world class cybersecurity support. Within SCIM, the Security and Compliance LOB goal is to support our customers who need help to succeed with Microsoft Defender, Purview, Priva and Sentinel.

As a Partner technical Advisor, you will be responsible for

Readiness Development
  • Assesses capabilities of Support Engineers and Partners, and assists in the development of plans to address identified gaps. Assists with developing training plans for supplier engineers based on skills gap analysis and product needs. Partners closely with Support Engineering Managers and Partners to assist in building readiness plans. Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness at a local scale. Maintains technical skills through completion of ongoing readiness training.
Case Management (Delivery Excellence)
  • Conducts case reviews to ensure Support Engineers are effectively documenting actions associated with resolving customer and partner technical issues. Recommends case escalations as appropriate and per established guidelines. Drives case wellness through monitoring of idle cases or cases that need more attention, ensuring no increases in cases at a specific time. Collaborates with escalation engineers, subject matter experts, and/or Delivery Partners (DPs) to orchestrate backlog management, seeking assistance when needed.
Managing Collaboration Activities
  • Contributes to Partner Technical Advisor (PTA) advocate/agent and engineer communities through knowledge sharing. Contributes to and participates in reactive and proactive collaboration in swarming channels. Responsible to answer and assist with questions posed by engineers. Participates in the swarming process by collaborating with others to resolve issues in a timely fashion. Leads or
participates in building communities with peer delivery roles (e.g., Support Escalation Engineering, Escalation Engineering, etc.).

Supportability Activities
  • Contributes to customer self help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams. Understands how customers are using a given product or service and the challenges that they might face. Manages bug recognition within team and communicates need to higher levels of team. Drives awareness and feedback on opportunities for training, content, tools, and processes. Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.
Process Improvement
  • Collaborates with internal teams, and sometimes external teams, for product and process feedback. Partners with manager and Supply Delivery Manager for continuous improvement planning. Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes. Evangelizes processes and process improvements.
Qualifications

Minimum requirements:

2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 1+ year(s) in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
  • 1+ year(s) prior product, customer support and/or technical support experience.
Language Qualification

English Language: fluent in reading, writing and speaking.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.