Overview
Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues. Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues. Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution. Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners. Process Improvement: Surface feedback and
Full job description
Full Job Description
Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues. Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues. Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution. Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners. Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues. Vendor Relationships: Own and lead relationships with outsource vendors. Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience o OR 9+ years technology industry, customer service, or related experience Proficient in C-level stakeholder management This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. * M365 Fundamentals)
Tips for this job
Practical Job and Scholarship guidance. These tips do not replace official rules or create new eligibility requirements.
- Tailor the CV and application to the responsibilities and required skills stated on the official employer page.
- Use concrete evidence of relevant work, projects and measurable results rather than generic claims.
- Confirm location, work authorization, remote restrictions and sponsorship terms before applying.
- Apply through the original employer or official recruitment destination shown on this page.
Verification notes
Verified from public schema.org JobPosting structured data on the official source page. The complete published description, responsibilities, requirements and benefits were normalized when present; unstated facts were not inferred.
Job and Scholarship is the discovery and verification layer. Confirm eligibility, dates, salary/funding and application instructions on the original source before submitting anything.
Microsoft Opportunities ↗Browse current Job and Scholarship listings from Microsoft Opportunities →
