Technical Advisor

Microsoft Ver Empresa

Não especificado

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.

Key Success Criteria:

  • Re-defined customer and partner experience for VL, Developer and Learning support
  • Fast resolution of customer and partner issues, including complex cloud issues
  • Front line agents empowered to systematically resolve issues first time
  • Process, product and portal improvements that reduce customer and partner contacts
  • Resolution and root cause fixes for complex field & high stake escalations
  • Best practices seeded, tested and scaled across programs


  • Evaluate processes from a customer perspective and drive improvements
  • Drive process, policy and tool changes to eliminate support issues
  • Identify and share best practices across businesses
  • Identify and address knowledge and process gaps.
  • Readiness for Program Changes and New Business.
  • Knowledge Management: Ensure effective content is available to front line teams
  • Insights & Analytics: use data and insights to quantify impact, complete root cause analysis, influence and drive permanent fixes
  • Support Program Managers in designing and optimising support lifecycle


  • Drive, Energy, Curiosity and Ambition
  • Ability to embrace change with a bias for action – fail fast/learn fast
  • Proven ability to influence and drive process and tool improvements
  • Strong problem solving skills, with experience of driving complex issues to resolution
  • Proven ability to influence and collaborate across geographies and functions
  • Knowledge of Microsoft’s cloud offerings an advantage
  • Strong communication and presentation skills, able to tell a story with data and metrics
  • Ability to learn quickly, be adaptable and deal with ambiguity
  • Program management skills and experience
  • Customer advocate – passionate about driving improvements for customers
  • BS/BA degree in Business or equivalent experience

Personal Attributes / Interpersonal Skills:

  • Drive for Results
  • Influencing for Impact
  • Customer Focus
  • Adaptability
  • Collaboration

Special Requirements /Additional Information:

  • Occasional travel to supplier sites

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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