Technical Support Engineering

Share job

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

Preferred Qualifications:
• Ability to work well in a highly collaborative team.
• Ability to work well in ambiguous situations.
• Ability to prioritize customer needs while understanding business objectives
• Ability to work transparently with management in an environment of continuous improvement
• Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer.
• Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).
• Strong active listening skills and "can do" attitude
• Customer Support experience (tech & no tech)
• Bachelor level of education or equivalent experience. Passion to keep learning and build expert level knowledge in a wide variety of specialties (program benefits, billing information, publishing processes, refund procedures, etc)
Experience in one or more of these areas desirable
• Microsoft products and services
• Microsoft Partner Network and Cloud Solution Provider programs

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.

• Responsible for the customer support experience with Microsoft
• Drive Velocity on the support framework
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming), I.E.:
• Inquiries regarding registration and membership for various CSP partner categories
• Questions related to financial matters (such as payments, taxation, and credits)
• Licensing matters within CSP
• Management of CSP customers
• Management of CSP subscriptions
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific