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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.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 50% 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

• Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.

• Case Management (Delivery Excellence) – you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.

• Managing Collaborative Activities – mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).

• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

• Process Improvement – collaborate with stakeholder teams providing product and process feedback.

Qualifications

Required Qualifications

5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

• 4+ years prior product, customer support and/or technical support experience.

• Experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and, or related

• Experience in ERP working in one or more of the following Technology areas:

o Environment deployments and monitoring in Azure or other Cloud management Systems

o Understanding of SysInternals tools – Process Monitor, Process Explorer

o Programming skills are useful, preferably in C++ or C# development - basic knowledge (ability to read code and write simple programs)

o Understanding of IIS, troubleshooting website issues, HTTP responses

o Network debugging skills (Fiddler, Network Monitor , Wireshark , Message Analyzer)

o Understanding of data management and migration concepts

o Strong knowledge of operating systems (Windows and, or Linux)

o Good knowledge of Microsoft SQL and Active Directory

o Working experience of Visual Studio, SharePoint or Exchange

Experience in one or more of these areas desirable

• 2+ years in a customer facing service role in any capacity

• Strong customer service, accurate and logical problem solving

• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring

• Excellent Communication Skills - verbal, listening, and written (including technical writing).

• Interpersonal and relationship skills proven through work experience

• Passion for lifelong learning and personal and professional development

• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System

• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)

• Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering

Language Qualification

English Language: fluent in reading, writing and speaking.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .