Support Escalation Manager at Microsoft

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

0.0

Posted On

24 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Resolution, Collaboration, Communication, Process Improvement, Vendor Relationships, Stakeholder Management, Coaching, Mentorship, Project Management, Relationship Building, Issue Resolution, Feedback Analysis, Strategic Planning, Cross-Group Initiatives, Best Practices, Resource Coordination, Problem Solving

Industry

Software Development

Description

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues. Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues. Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution. Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners. Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues. Vendor Relationships: Own and lead relationships with outsource vendors. 9+ years of technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience o OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience Proficient in C-level stakeholder management M365 Fundamentals) Customer Resolution: Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues. Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience. Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues. Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues. Collaboration:

Responsibilities

Act as an internal expert to resolve escalated customer issues and lead strategic projects. Build relationships with internal and external teams to improve the customer support experience and mentor less experienced Support Escalation Managers.