As a Web Sales & Support Associate, you will work directly with our online customers in both sales needs and support queries.

Associates are active through live chats to support in facilitating purchases of, but not limited to products within our Microsoft Surface Family and identify the best possible solutions for all scenarios and customer needs. Our knowledgeable Associates are also on hand to provide technical advice and answer general queries focusing on humanizing the digital experience with every query, comment, and concern.

If you are customer obsessed, have a natural interest in technology and you love working in a high energy, passionate team we would love to hear from you.

The Microsoft Experience Centre is 1 of 3 Hub’s based in Sydney, New York & London. Our goal is to showcase Microsoft innovation whilst empowering people and organizations to achieve more on their journey with technology. The Web Sales & Support team, work behind the scenes to support our online customers and play a critical role in our journey to drive a world class customer experience.

Responsibilities

WHAT YOU DO

Responsibilities:

Sales Execution

• Builds a trusted advisor relationship for multiple simultaneous digital channel consumer, small to medium businesses (SMB), and education (EDU includes educational institutions, educators, and school districts) customers through webchat, video, and phone; actively listens with an enquiring mindset, shares features and benefits through live demonstrations of Microsoft products and services.
• Using fundamental product knowledge and value proposition to humanize and customize to deliver the Microsoft solution to the digital solution across Commercial and Consumer, and positions products favourably in light of Microsoft's brand and current key differentiators within the market to further drive sales.
• Obtains customer goals through targeted questioning, identifies solutions that align with their goals, positions Microsoft products favourably, obtains the customer's buy in to close the sales, and places the order with the expectation of increasing average order value (AOV).

Achieve Targets

• Applies methods for providing services that meets and exceeds customer expectations; meets personal and team sales goals and handles unique customer engagements and customer service levels (i.e., customer satisfaction); receives positive peer and manager feedback (via Connect); meets or exceeds digital assist revenue goals; meets or exceeds expectations for customer touchpoints.

Support

• Supports Microsoft product and digital customers by taking support escalations; proactively reviews any existing customer feedback to identify the root causes; engages and consults with customers to understand the issues they are facing.
• Applies a fundamental support knowledge and leverages existing plans to map solutions to the customer issues to solve problems. Works through obstacles and acts proactively with urgency on behalf of our customers.

Collaboration

• Collaborates with Commercial and Consumer sales experts and digital channel teams to provide pre-sales support to answer complex questions and post-sales support to ensure adoption of a full range of solutions.

Customer Obsession

• If you are assigned to a location with a Microsoft Experience Centre (MEC) or Company Store (ECS), a portion of your time may be spent serving customers in the MEC or ECS as business requires.

Qualifications

WHAT YOU NEED

Qualifications

• Required Qualifications
  • High-School Diploma or equivalent AND 1+ years sales, customer service, customer support experience, or equivalent experience.
• Preferred Qualifications
  • Bachelor's Degree in any major
    OR High-School Diploma or equivalent AND 3+ years related sales, customer service, customer support, or equivalent experience..

HOW YOU DO IT

Knowledge, Skills, Abilities:

• Accountability
• Decision Making
• Empathy
• English Language Proficiency
• Interpersonal Skills
• Oral Communication
• Problem Solving
• Self-Starter
• Tenacious Work Ethic
• Written Communication

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.