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.
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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