Support Escalation Management

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

Role

"The Incident Manager (IM) is a customer facing role and trusted account team member who works with our Premier cutomers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts. The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities:

• Engage with customers to address reactive support queries
• Represent the customer’s business impact during escalations
• Drive the end-to-end problem resolution
• Proactive problem identification against the customers case portfolio"
  
  

Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Resolution

• Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.
• Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.
• Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
• Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.
• Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.
  
  

Collaboration

• Engages with engineering teams and/or operations teams to identify the right resource and. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues.
• Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear.
  
  

Communication

• Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
• Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.
  
  

Process Improvement

• Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.
  
  

Qualifications

Required

• Proven years of technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND technology industry, customer service, or related experience
• OR Master's Degree in technology, business, or related field AND technology industry, customer service, or related experience
• OR equivalent experience.
  
  

Preferred

• Technology industries, customer service, or related proven experience
• OR Bachelor's Degree in technology, business, OR related field AND technology industry, customer service, or related experience
• OR Master's Degree in technology, business, or related field AND technology industry, customer service, or related experience
• OR equivalent experience.
• Experience working with Microsoft products and services.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.