Support Escalation Management IC4 at Microsoft

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

188400.0

Posted On

02 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Stakeholder Management, Process Improvement, Mentoring, Collaboration, Issue Resolution, Communication, Technical Expertise

Industry

Software Development

Description

Collaborates with engineering teams and/or operations teams to identify the right resource. Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes Collaboration: Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases. Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience. Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience. Proficient in C-level stakeholder management Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. M365 Fundamentals

Responsibilities

The role involves managing customer expectations around issue responses and ensuring stakeholders are informed about the resolution status. It also includes mentoring team members and driving relationships with outsource vendors to foster positive changes.