Support Escalation Manager

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.

This role is flexible in that you can work up to 100% from home.

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

Relationship Management

• ‘Know the customer’ and understand their business priorities and the impact to their business in reactive support scenarios
• Conduct customer conversations across all management levels inc. incident calls and monthly connections
• Prioritize critical issues to ensure customer satisfaction
• Set and manage support expectations with customers
• Orchestrate support teams to resolve customer incidents""
• Proactive management of reactive experience
• Acknowledge and respond to customers' requests promptly
• Coordinate stakeholder involvement, and track actions
• Anticipate risks and escalations based on customer context
• Proactively provide case updates regularly, propose recommendations if necessary and take action based on the context of the case
• Escalation Handling
• Drive high-risk escalations to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders
• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
• Critical Thinking
• Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences
• Establish a customer obsession approach that puts the customer and the customer operational health in the center
• Prioritise workloads against agreed procedures
• Incident Administration
• Monitor reactive cases owned by internal support organizations
• Provide regular updates to both customers and internla stakeholders to confirm case status and progression
  
  

Qualifications

Required Qualification:

• Hands-On experience in supporting enterprise technologies or equivalent.
• Customer service experience.
• Strong English and Hebrew written and verbal communication skills, Strong ability to comprehend written communications. Positive, energetic, enthusiastic attitude and attention to detail.
• Excellent at multi-tasking & task prioritization.
• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
• Ability to apply judgement in high pressure situations with minimal external guidance.
• Ability to pass Microsoft, customer and/or government security screening may be required **
  
  

Preferred Qualification

• Understanding of reactive case lifecycle and troubleshooting methodology.
• Track record in successfully coordinating activities that involve cross-team of internal/external contacts.
• ITIL Foundation™ certified (or equivalent).
  
  

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.