Support Escalation Management
Microsoft
Support Escalation Management
Multiple Locations, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Management, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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.
Qualifications
Required Qualifications:
-
- 7+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR equivalent experience.
Additional or Preferred Qualifications:
- Microsoft Technology Certifications.
- Customer Service and support experience. Computer/Technical skills and Troubleshooting. Prior experience as a Support Engineer in Windows and Office products.
- Escalation management & Critical situation handling. Organizational skills with attention to detail.
- Collaborative team player with strong stakeholder management skills. Work remotely on individual issues whilst contributing to the team success. Ability to influence and build relationships in an international environment Demonstrated business maturity.
- Problem solving and research skills, time organization and close-out discipline.
- Ability to manage and work within ambiguity to reach a successful outcome.
- Problem solver that can identify both short term mitigation and propose options for longer term resolution. Inquisitive and proactive, actively seeing new problems. Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
- Proficient written and verbal communication skills in English and Portuguese (desirable)
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until June 14th, 2025.
#CES #CSS
Responsibilities
Response and Resolution:
- Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.
- Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.
- Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
- Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
- Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
Readiness:
- Collaborates with engineering teams and/or operations teams to identify the right resource.
- Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues.
Product/Process Improvement:
- Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.
- Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.
Business Integration:
- Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
Other: