Technical Support Advisory IC4
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Microsoft seeks a service delivery focused Technical Support Advisory IC4 to ensure frontline support staff technical readiness and process compliance. This role involves in-depth technical expertise, complex troubleshooting, and driving delivery excellence to achieve superior customer outcomes.
Responsibilities
- Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Review complex issues and contact customers to understand issues.
- Act as an advisor to the customer and handle complex, repeatable, or escalated cases.
- Perform complex product troubleshooting and remediation.
- Collaborate on cross-team and cross-product technical issues.
- Perform case reviews and customer wellness checks.
- Ensure process compliance and progression of cases.
- Mentor engineers to be more effective collaborators.
- Participate in case triage meetings and case discussions.
- Contribute to customer self-help and volume deflection initiatives.
- Engage with engineering teams to investigate product bugs and provide business impact.
- Collaborate on fixes with appropriate stakeholders and senior team members.
- Provide product and process improvement feedback.
- Implement end-to-end readiness programs and contribute to content and readiness strategy.
- Provide feedback to senior engineers or serviceability teams on product functionality.
Requirements
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience; OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
- 3+ years of prior product, customer support and/or technical support experience.
- Fluent in English (reading, writing, and speaking).
- OR Fluent in German, French, Italian and confident in reading, writing and speaking English.
Desired Qualifications
- Understanding about Azure platforms (Azure Subscription lifecycle and billing and commerce concepts, Sponsorship, Azure Identity). Common subscription provisioning, ownership, transfer, and access issues.
- Knowledge of support scope boundaries and ownership paths across Microsoft teams.
- Experience working in a customer service environment, retail, sales, etc.
- Experience in using innovative technologies such as AI in everyday life.
- Experience working in a dynamic team environment.
- Experience with problem solving and providing solutions to customers.
- Microsoft Technology Certifications, AI-900 and AZ-900.
- 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.
Benefits
- The typical base pay range for this role across Romania is lei 199,400.00 - lei 347,800.00 per year.
- Certain roles may be eligible for benefits and other compensation.
Skills
AzureAI
#Technical Support#Customer Service#AI#Azure#Microsoft
About Microsoft
Empowering every person and organization on the planet to achieve more
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting…
Company
MicrosoftJob Posted
4 days ago
Employment Type
Full Time
Work mode
On Site
Salary
LEI 199,400–347,800 / year
Experience Level
Associate
Locations
Romania
Qualification
Bachelor
Applicants
Be an early applicant
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