Embedded Escalation Specialist

2 months ago


Vancouver, British Columbia, Canada Microsoft Full time

About the Role

Microsoft's Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. As a key member of the Customer Service & Support (CSS) team, you will play a critical role in delivering a seamless support experience for our customers.

Key Responsibilities

  • Own, investigate, and solve highly complex customer technical issues, serving as a technical escalation point for other engineers.
  • Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring of others.
  • Deepen technical and professional proficiency to enable resolution of highly complex customer issues, through training and readiness.
  • Act as a trusted advisor to the product group/engineering teams and drive Microsoft product, diagnostic, and support process improvements.
  • Use business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Requirements

  • 7+ years of technical support, technical consulting experience, or information technology experience, or Bachelor's Degree in Computer Science, Information Technology (IT), or related field, and 5+ years of technical support, technical consulting experience, or information technology experience.
  • Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.
  • Knowledge or experience with Microsoft Defender for Office 365 (MDO) and/or message protection.

About Microsoft

Microsoft is a global leader in technology, committed to empowering every person and organization on the planet to achieve more. Our values of respect, integrity, and accountability guide our culture of inclusion, where everyone can thrive at work and beyond.



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