Microsoft Mission: Empower every person and every organization on the planet to achieve more.
Customer Services & Support key priority: Deliver solutions with speed, quality, and value.
Division: CSS EMEA Delivery / SMSP&P
Location: Portugal / Romania
Partner Technical Advisor – Broad Commercial On-Premise Support (BCTS)
Are you working in a Customer Services & Support as a (Sen.) Support Engineer, Support Escalation Engineer, Technical Advisor as recognized technical expert who is interested in running a multi-country external operation? Do you like to coach and mentor others, analyze complex technical data to understand challenges & opportunities and to drive results through your impact on others? Do you enjoy creating new technical content, and you’re curious by nature and like to know “what’s next?” Does the challenge of contributing to the Microsoft Devices & Services success thrill you? If the answer is yes, then EMEA Broad Commercial On-Premise Support has an immediate opening as a Partner Technical Advisor for you.
1. Supplier technical delivery:
Ensuring we meet or exceed Broad Commercial Customer’s support service quality in the most cost-efficient manner. Guide the teams to ensure constant progress on deliverables, consistency in approach, share best practices and collaborate on quality initiatives to enhance technical delivery. Lead deep technical case wellness and case progression, providing technical advice and recommendation. Build strong, successful partnerships with the supplier teams acting as technical consultant to enable fast problem resolution and development by leading our technical triages.
Be the internal point of reference for bugs and general issues when content isn’t available externally. Be the link to internal teams when, by exception, escalation is required.
2. Drive the support level:
Identify and drive technical improvements to the services or processes that will materially improve the quality of the services: Increase the external experience, help drive down the solution time (DTC), decrease costs associated with delivering (TMPI) and reinforce support boundaries. Improve the services from a technical and/or business perspective.
Build successful partnerships with the supplier teams acting as technical consultant to enable fast problem resolution and development. Partner with the Service Delivery Managers to ensure consistent messaging and expectation setting with suppliers and customers.
3. Develop external technical knowledge:
Spread your expertise across the BCTS suppliers’ community to aid progression and development, thus ensure their level of independence to solve the majority of support issues.
Work closely with Escalation and Readiness teams to build the future best in class deliverables (KB s, Trainings, White Papers, Webcasts, Community Posts).
The successful candidate will have experience working with Microsoft® technologies and highly skilled in in the following products: Microsoft SharePoint. Knowledge in other related products are an advantage. They should have expert knowledge of advanced troubleshooting to analyze problems and develop solutions to meet customer needs. Experience working with outsource suppliers is a plus.
Must thrive on a fast pace, excellent team worker, be able to work with ambiguity. The candidate will also need to be flexible and ready to adapt their Role & Responsibilities to be aligned with business needs.
Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of colour, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.
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