Support Escalation Management IC4

Microsoft • Edison, NJ

18h

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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.

Requirements

• Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
• OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience
• OR equivalent experience
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

• Prior Incident and escalation management experience
• Proficient in C-level stakeholder management
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• Prior Incident and escalation management experience
• Proficient in C-level stakeholder management

Responsibilities

• Facilitating Technical Solution Delivery Managing technical tasks, coordinating diverse resources, and strategically planning to deliver technical services that resolve customer issues.
• MultitaskingThe ability to process and attend to multiple types of information and/or perform multiple tasks simultaneously.
• Organization SkillsThe ability to be organized, resourceful, and planful. This includes the ability to leverage multiple resources to get things done and lay out tasks in sufficient detail. This also includes the ability to work on multiple tasks at once without losing track, and foresee and plan around obstacles.
• Gathering Internal Support Using internal relationships and understanding of internal organizational structure, processes to identify and gather support on product solutions that are aligned to customer goals.
• Managing Customer Communication Communicating with various stakeholders on the resolution and status of customer issues while keeping stakeholders informed about the status of their technical issue to meet customer requirements.
• Proactive Incident Management Proactively identifying and addressing potential issues before they escalate using strong decision-making, problem-solving, analytical, and data analysis skills.
• Providing Expert Technical Guidance Incorporating expertise across Microsoft products/services and up-to-date understanding of industry trends and technological advancement to deliver expert technical guidance for the design, development, and deployment of advanced technical solutions.
• Embody our culture and values

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level