Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

Overview

 

Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization? 

 

If so, the Technical Advisor position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!

 

We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As a member of that team, you will aspire to be our customers’ and partners’ trusted advisors to fuel some of the largest and most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices.

 

Technical Advisor (TA) specialize in product configuration. As an TA, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.

We seek out people who:

·Have a passion for technology and continuous learning

·Thrive in dynamic, high-stress environments

·Are eager to collaborate and build strong relationships

·Are able to see a problem from many angles

·Embrace multicultural environments 

Responsibilities

Core (all people in this role perform these duties; depending on tenure some duties may be minimal

• Provide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates

• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.

• Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to... measures)

• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))

• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)

• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)

• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.

• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

Optional (people in this role may perform these duties, can vary by line of business)

• Provide Frontline Operations Metrics Oversight

• Participate in DP ROB (WBR/QBR/MBR)

• Participate in Product Group Triages (coordinated with Eng. and Service TAs)

• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources

• Participate in Technical and SME Interviews for New PTA Hires

• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

• Run Non-Top Box and Deviation Analysis (including Approval)

• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

Responsibilities

 

Establishing and maintaining a strong technical relationship with the Supplier and internal frontline and escalations teams.

•Work directly with TLs and SEs at the Supplier/CSS to foster collaboration, open communication channels and identify technical needs. •Actively collaborate with Suppliers/CSS teams to provide product feedback to Product Group.

•Review cases regularly providing guidance to expedite resolution and increase Customer Partner Experience.

•Work with Supplier Support Engineering teams to monitor case wellness and provide feedback to management regarding technical ability, competency and process adherence.

•Ensure recovery and follow up with Customers and Partners in appropriate situations.

•Initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements.

•Manage the transfer of sensitive cases from Supplier sites to internal resources when needed; monitor Microsoft aliases for response to customer and Partner queries and for appropriate use of the aliases by Supplier personnel. 

•Have regular technical teleconference and/or case reviews with Suppliers in order to drive continued technical growth.

•Travel for periodic Supplier visits; when on-site, training and mentoring will be required for the Supplier Support Engineering teams.

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

 

Qualifications

 

Good understanding of voice gateways/PBX

Understanding of voice codecs eg G.711, G.729

Good with SIP, RTP, HTTP protocols.

Fair understanding of Lync/Skype for business server roles (Front end, Director, Mediation, Reverse Proxy..)

Understanding and troubleshooting knowledge on TCP/TLS protocols

Proven knowledge and experience with the deployment of supporting technologies Exchange, Active Directory, SQL

Initiative to develop expertise on new technologies beyond the provided training.

Solid understanding of client/server, networking, and Internet technologies fundamentals

Working experience in SfB Online and/or SfB onprem/Lync

Experience in debug/reading network captures/log/trace analysis and tools used.

Coordination with product group and good at technical delivery

 

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.