[Full-time] Support Escalation Engineer at Microsoft
The Global Escalation Support team is committed to delivering an exceptional support experience. We are the support experts across all consumer focused products and services. Our team is engaged when an issue cannot be resolved by our frontline teams or it is beyond their support boundaries. Our team works to diagnose, reproduce and resolve some of the most difficult issues with our consumer products such as Windows, Office, OneDrive, Skype, and Outlook.com.
In the event a customer’s case has been escalated to our global team, our goal is to listen to the customers, resolve their problems, rebuild their confidence in Microsoft’s products and services and share the learnings with others to improve the support experience.
The Support Escalation Engineer is a key player in a team that is redefining the support experience for consumers of Microsoft products. Don’t miss out on this opportunity!
Support Escalation Engineer (SEE)
• Tier 3 Non-Technical Support - Drives to resolution customer escalations that may span across multiple technologies and recognizes when to solicit additional help
• First point of contact for consulting/collaborating with frontline teams on customer issues and takes support escalations when necessary
• Training of Microsoft Support Vendors in collaboration with peers and/or vendor representatives
• Works closely with Supportability Program Managers, Partner Technical Leads, EEs, and cross segment EE (CTS, Dev) to ensure that key support escalations are addressed for the consumer segment.
• Contribute to CPE and organizational scorecards.
• Create documentation as necessary (for issues, bugs and how to articles, or general purposes such as process and documentation for the future, etc.).
Key responsibilities
• Collaborate to resolve the customer’s issue in the most efficient way, while optimizing the Escalation Rates, Bug Resolution Rate, Solve Rate, Top Box
• Provide direct support for internal GetHelp, AG and Press Hot requests
• Provide team leadership for onsite vendor resources providing non-technical consumer support across a variety of products/services.
• Monitor the Tier 3 support queues and ensure all cases are handled within the appropriate service level agreements.
• Review customer satisfaction survey results and develop action plans for improving the support experience to ensure we deliver a perfect experience every time.
• Provide global support for questions/issues as required by outsource Tier 1/2, onsite Tier 3 vendors and escalated customers, ensuring timely and constant communication to affected user(s) as required. Collaboration with the depth EE team representing issues needing immediate attention.
• Take ownership and resolve case escalations when necessary.
• Demonstrated ability to recover from dissatisfied customer situations
• Engage with the Partner Technical Leads on vendor agent performance training opportunities. Train new Microsoft contractors, vendor support agents, and external partner and vendors.
• Proactively audit support cases owned by support vendors; and update Service Delivery Managers and/or Vendor Representatives on vendor agent performance training opportunities.
• Knowledge sharing, consult, collaborate with peer and vendors on customer issues.
• Developer and/or ensure that all appropriate specialty content (e.g., top issues, knowledge base articles, workshops, training) are globally available for customers, peers and vendors.
• Lead or facilitate meetings and/or triages.
Key qualifications
• Excellent customer service skills and effective learning skills
• Analytical background and effective at understanding and using multiple data sources to drive change
• Strong knowledge of how to use market intelligence and competitive landscape information
• Breadth knowledge and experience in Microsoft Consumer Products such as Windows, Office, etc. is required.
• Strong troubleshooting and problem solving skills
• Good communication skill, good English-language skill and good service skill are expected
• Leadership experience such as a team lead or project lead
• 4 Year degree in Computer Science/IT or equivalent related work experience.
Source / Apply:
https://careers.microsoft.com/jobdetails.aspx?ss=&pg=0&so=&rw=1&jid=165322&jlang=EN&pp=SS
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