Support Escalation Management IC3
Microsoft
Support Escalation Management IC3
San Jose, San José, Costa Rica
Save
Overview
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.
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 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.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a 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.
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.
Qualifications
Required Qualifications:
• 3+ years technical support, technical consulting experience, or information technology experience
o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
• Prior experience on technical support roles at an enterprise level across the complete range of Microsoft offerings including software, services and devices.
• Competent with Azure DevOps skills
• Proficiency in troubleshooting complex escalation management and critical situation handling scenarios with high customer service
• Language requirement: fluent in reading, writing and speaking English.
Other:
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.
Responsibilities
• Customer Resolution: Act as the primary contact to understand issues and enhance experiences for account-aligned customers and leverage established relationships with internal teams to resolve customer issues.
• Contribute proactively to regional, inter-group, or account team unit (ATU) initiatives and provide status updates to customers and internal stakeholders.
• Contribute to strategic projects aimed at improving resolution times and customer satisfaction and facilitate postmortem discussions to analyze assigned cases.
• Collaboration: Engage with engineering and operations teams to identify the right resources.
• Follow written protocols to engage the appropriate groups for customer issue resolution and manage escalated issues and remove barriers for account-aligned customers.
• Communication: Manage customer and field expectations around issue response and ensure stakeholders stay informed on response and resolution status and proactively communicate with internal teams and senior leadership on complex issues.
• Process Improvement: Identify and document feedback to improve systematic issues and internal processes and create executive summaries for post-mortem outcomes and escalate highly sensitive issues to Senior Support Escalation Managers.