Support Escalation Management

Microsoft • ,

7d • $77,800 - $169,900

About The Position

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
This role acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. The person in this role maintains and develops relationships with various internal and external teams to resolve customer issues, collaborates with engineering and/or operations teams to identify the right resource, and manages customer and field expectations around issue response with limited support. The role ensures that both customer and Microsoft internal stakeholders stay informed on the response and resolution status of customer issues. It also identifies systematic issues and process breakdowns, participates in projects or workgroups to improve systematic issues and internal processes, and drives relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes.
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 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years 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.
• Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
• Customer-facing communication, managing escalated incidents, coordinating engineering resources, removing resolution blockers, managing stakeholder expectations, and producing executive incident summaries.

Nice To Haves

• 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 OR equivalent experience.
• Experience working with Microsoft products and services.
• Experience with working on or with Government contracts.

Responsibilities

• 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.
• Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues.
• 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.
• 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.
• Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.
• 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.
• 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.
• 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.
• Embody our culture and values

Benefits

• The typical base pay range for this role across the U.S. is USD $77,800 - $153,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $102,200 - $169,900 per year.
• Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

What This Job Offers

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