Technical Advisor

Microsoft Ver Empresa

Não especificado
Licenciatura

This is an exciting regional role in Microsoft’s Customer Service and Support team. We are looking for a Technical Advisor to radically improve the speed and quality of support offered to commercial customers across Europe, Middle East and Africa (EMEA).

Our team defines the customer service experience we deliver 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 Europe.

This Technical Advisor role is key to delivering great customer service to cloud customers and partners who have subscription, billing, portal or other issues with Office 365, Azure, Windows Intune and CRM Online.

You will be at the heart of our strategy to transform customer service, getting complex customer issues resolved quickly and at first contact. You will map and understand the end to end customer experience and know what improvements to make. It will be your job to develop strategies and processes that eliminate delays and complexity, and fix problems that cross the broad Microsoft ecosystem (Office 365 and Azure product teams, Licensing, Technical Support, Operations, IT).

Success in this role requires the ability to analyse, assess, problem solve and proactively drive improvements across our businesses. You will work with our support centres to understand how agents resolve the top call drivers and remove the obstacles they encounter. You will identify and fix barriers to customers having a great support experience. Improvements that you drive will span teams, tools, workflow, and customer access strategy.

You get to join a great team in an environment that appreciates diversity, focuses on talent development, and rewards great work.

Key Success Criteria:

  • Accountable for fast resolution of all customer and partner issues
  • Front line agents empowered to systematically resolve issues first time
  • Best practices seeded and tested, with learnings that influence our support strategy
  • Best-in-class Customer Satisfaction
  • Fast resolution of complex field & high stake escalations
  • Cloud product and portal improvements that reduce customer contacts

Responsibilities

  • Evaluate processes from a customer perspective and persistently drive improvements
  • Empower front line agents to resolve complex customer issues at first contact
  • Drive process, policy and tool changes to eliminate support issues
  • Identify and share best practices across CSS communities
  • Foster collaboration and mentorship across teams.
  • Readiness for programme changes and new business.
  • Insights & Analytics: bring insights to supporting regional and global teams to quantify impact, complete root cause analysis, and drive permanent fixes
  • Monitor & Communicate Support Quality & Impact (% cases closed in 24 hours, First Contact Resolution, CSAT, Contact Driver Reduction, Cost Savings, backlog)

Requirements

  • Drive, Energy, Curiosity and Ambition
  • Track record of proactively driving process and product improvements
  • Customer Advocate – passionate about driving improvements for customers
  • Strong problem solving skills, with experience of driving complex issues to resolution
  • Ability to embrace change with a bias for action – fail fast/learn fast
  • 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
  • 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 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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