Job Details
Posted date: Apr 03, 2025
Category: Technical Support
Location: Redmond, WA
Estimated salary: $147,550
Range: $94,600 - $200,500
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.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior 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 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.
Customer Resolution:
Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues.
• Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction.
• Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements.
Collaboration:
Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don’t hinder issue resolution.
Communication:
Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution.
• Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues.
• Vendor Relationships: Drive relationships with outsource vendors for issue resolution.
Process Improvement:
Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes. Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
Vendor Relationships:
Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
Other:
Embody our culture and values
Qualifications
Required Qualifications:• 7+ years of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 3+ years of technology industry, customer service, or related experience
o OR equivalent experience
Other requirements:
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.
Additional or Preferred Qualifications:
• Customer Service and support experience. Computer/Technical skills and Troubleshooting. Prior experience as a Support Engineer in Windows and Office products.
• Escalation management & Critical situation handling. Organizational skills with attention to detail.
• Collaborative team player with strong stakeholder management skills. Work remotely on individual issues whilst contributing to the team success. Ability to influence and build relationships in an international environment Demonstrated business maturity. Problem solving and research skills
• Excellent time organization and close-out discipline. Ability to manage and work within ambiguity to reach a successful outcome.
• Problem solver that can identify both short term mitigation and propose options for longer term resolution. Inquisitive and proactive, actively seeing new problems. Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
• Strong written and verbal communication skills in English and Portuguese (desirable)
Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 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 $122,000 - $200,500 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 04/17/2025
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
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