Technical Support
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Microsoft seeks a Technical Support professional to drive technical readiness and process compliance for frontline support staff. This role focuses on providing in-depth technical expertise to achieve superior customer outcomes and improve support processes. The position requires 4+ years of experience in relevant technical fields or a Bachelor's degree with 3+ years of experience.
Responsibilities
- Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
- Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
- Contribute to customer self-help and volume deflection initiatives through input on top pain areas and producing troubleshooting guides/readiness content.
- Collaborate with stakeholder teams to provide product and process improvement feedback.
Requirements
- 4+ 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 with 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
- 3+ years of prior product, customer support and/or technical support experience.
- OR equivalent experience.
- English Language: confident in reading, writing, and speaking.
- Ability to meet Microsoft, customer and / or government security screening requirements.
- Must pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Desired Qualifications
- Subject matter expert responsible for frontline engineer or delivery partner support staff technical readiness and process compliance.
- Provide in-depth technical & subject matter expertise for one or more products, services, or scenarios.
- Primary accountability is to the support staff and managers on the teams worked with.
Benefits
- Opportunity for career growth as a recognized technical SME.
- Join an organization on a mission to accelerate AI transformation for customers.
- Work in a collaborative environment to achieve superior customer outcomes.
- Contribute to a culture of inclusion where everyone can thrive.
#Technical Support#IT Support#Customer Service#Microsoft
Company
Microsoft
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
United States
Applicants
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