Job Details
Posted date: Nov 18, 2024
Category: Technical Support
Location: Redmond, WA
Estimated salary: $133,200
Range: $83,400 - $183,000
Employment type: Full-Time
Travel amount: 25.0%
Work location type: Up to 100% work from home
Role: Individual Contributor
Description
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.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.
We are looking for an individual who is a service delivery subject matter expert in the area of support plans & scenarios across products, programs, offerings and support organizations. In this role you will develop and/or review new (and existing) support scenarios & plans – including identification of dependencies, blockers, risks, and approaches to avoid or mitigate. This work will include ‘voice of the customer’ with a primary goal being world-class customer experiences. To be successful, you will work across and with a number of stakeholders – leveraging content, best practices, but also influencing to help drive change. The role includes a full set of status reporting via RoB (rhythm of the business) activities. This opportunity enables and promotes career growth as a recognized expert in support & service planning.
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.
Identification and Prioritization
Identifies broad dependencies and risks in specific products/programs that they are responsible for relative to other products/programs makes recommendations to mitigate them.Develops and/or reviews new support scenarios (e.g., features, customer entry points, capabilities) prior to or during in-life releases to identify moderately complex customer experience scenarios that may drive support incidents. Documents the end-to-end customer experience to identify and communicate risks, and identifies approaches to remove them with relevant teams. Builds plans in response to new support offerings or improvement opportunities, and identifies approaches to remove them with relevant teams.Gathers feedback on existing feature/program/product scenarios to identify blockers and applies existing approaches to remove them with relevant teams. Identify ways to increase efficiency and/or return on investment (ROI).
Monitoring
Monitors key performance indicators (KPIs) for assigned features or services for issues and makes recommendations to improve the customer experience.
Relationship Management
Manages moderately complex stakeholder relationships across product group, engineering, and support ability with a clear rhythm of business (ROB), and active communication, to drive customer and support experience alignment.Leverages status reports, data, and other communication methods, using storytelling to influence stakeholders to communicate issues and improvement opportunities. Highlights risks and issues through existing data and reporting.
Opportunities
Analyzes the experience and the voice of the customer and delivery team at a product line level to identify new opportunities to drive customer loyalty and return on investment. Raises these opportunities to stakeholders for sponsorship and buy in and reviews experiences of other business units, and identifies ways to incorporate into their strategies to drive continuous improvement and growth.
Other
Embody our Culture and Values
Qualifications
Required/Minimum Qualifications5+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experienceOR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 2+ years technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, or related experience.
Additional or Preferred Qualifications
5+ years call center experience.
Support Planning IC4 - The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 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 $108,900 - $183,000 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
Microsoft will accept applications for the role until November 23, 2024
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
#CES #CSS #AppsInfra #WindowsCommercial
Check out other jobs at Microsoft.