Support Escalation Management at Microsoft

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

26 Feb, 26

Salary

0.0

Posted On

28 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Resolution, Collaboration, Communication, Process Improvement, Vendor Relationships, Stakeholder Management, Cloud Technology Certification, Mentoring, Issue Resolution, Strategic Projects, Trend Identification, Relationship Management, Status Updates, Internal Communication, External Communication, Problem Solving

Industry

Software Development

Description

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. 7+ years of technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 3+ years of technology industry, customer service, or related experience 8+ years of technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years of technology industry, customer service, or related experience OR equivalent experience Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals) Proficient in C-level stakeholder management This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *

Responsibilities

Act as a primary contact to understand issues and improve experiences for account-aligned customers while maintaining relationships with internal and external teams. Collaborate with engineering and operations teams to manage escalated issues and ensure effective communication with stakeholders.