Partner Technical Advisor

Partner Technical Advisor

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Job Description

With over 17,000 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.
In Modern Work (MW), we help our customers get productive and stay productive with Microsoft 365 product families.
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 100% 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.

. 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.

language qualification
english language: confident in reading, writing and speaking.
additional or preferred requirements:

. accurate and logical problem solving independently and in a fast-paced team environment.
. demonstrated ability to deliver a high-quality customer support experience with strong customer service skills.
. regularly exhibits a grow mindset with passion for lifelong learning and personal and professional development.
. experience with microsoft technologies including exchange, active directory, networking, outlook, windows sever, office 365.
. excellent communication skills - spoken and written english including technical writing and the ability to deliver messaging to all levels of customer and partner organizations.
. experience working with delivery partners.
. background in customer relationship management system
. experience in technology, support, training, consulting, architecting, development, network, data center operations, it admin or operations or equivalent education
degree in management information systems, computer science, computer information systems, computer engineering, or accounting (preferred)

About Microsoft

Microsoft Corporation, commonly known as Microsoft, is an American multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services headquarted at the Microsoft Redmond campus located in Redmond, Washington, United States.

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