EMEA CSS (Customer Services and Support) is looking for a Technical Advisor to solve customer problems for Volume Licensing (VL), Developer and Learning programs.
This role is in the EMEA Commercial Teleservices SMB team. Our team defines the customer service experience delivered to Microsoft’s Commercial customers and Partners – for cloud services, on-premise software support, sales and loyalty programs. We deliver those services through outsourced contact centres across EMEA.
This Technical Advisor role is key to transforming support for customers and partners who contact Microsoft for help with Volume Licensing programs (VLSC, MPSA), Developer programs (Microsoft Developer Network, Bizspark and Dreamspark) and Learning programs (Imagine Academy, support for MS Certified Trainer, MS Certified Professional).
Success in this role requires the ability to analyse issues, problem solve and drive improvements within CSS and with other teams (Operations, IT). You will have a track record of driving impactful process improvements, leveraging best practices from other businesses, and you will have a background in programme management or case management.
Your initial focus will be on Volume Licensing support, driving improvements in that business and then taking best practices to Developer and Learning support. You will develop strategies and processes to eliminate delays and complexity, and simplify business processes that span CSS and other businesses. You will work closely with teams supporting Azure, Office 365 and other cloud products to ensure that cloud issues are quickly resolved for customers and partners. You will understand how agents resolve the top contact drivers and the obstacles they encounter. The improvements you drive will span teams, tools, and workflow.
You will join a great team in an environment that appreciates diversity, focuses on talent development, and rewards great work.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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