Technical Support Advisory at Microsoft

, , India -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Communication, Influencing Skills, Business Knowledge, Change Management, Team Collaboration, Process Improvement, Case Management, Mentoring, Customer Escalation, Troubleshooting, Content Creation, Analytical Skills, Problem Solving, Project Management, Performance Management

Industry

Software Development

Description

Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. * Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. * Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business). * Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. * Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Role and Responsibilities/Primary Focus - Advocate readiness, technical support, and content expertise for delivery partners (DP). Main Responsibilities - Advocate readiness for product and service launches - Escalation Point of Contact (PoC) for case/technical blockers - Content creation and maintenance - Tool SME/support - Training collaboration - Technical gap identification - Liaison between advocates and engineering - Customer escalation resolution - Technical and bug triages - Reviewing core metrics service level agreements (SLA) and key performance indicators (KPI) to determine DP's health. - Monitoring the queue volume for transactional services - Engage in case reviews, including aged, idle, escalated and CSAT at Risk cases. - Work with the DP quality team to analyze low scores and partner to determine operational hygiene improvement plans - Join Weekly & Monthly Business Review meetings (when required) - Proactively seek opportunities to implement projects/initiatives or collaborate with existing projects. Point of Contact For - Delivery partners for technical support, content clarity, and advocate readiness. Strategic Role - Liaison between advocates, engineering, and delivery partners for technical issues. Performance Management - Identifies technical gaps, supports Customer Partner Experience (CPE) survey scrubs, and drives best practice sharing. Change & Initiatives - Owns technical and bug triages, supports new DP launches, and drives campaign opportunities. Measures of Success - Providing the required tools, knowledge and insights to our DPs where required to ensure successful delivery of ACT|GCM services. - Driving escalations to ensure our DP receive the help required to de-escalate the situation. - Share findings in areas to be improved after analyzing core metrics (SLA/KPI). - Assisting in any support challenges based on previous findings. - Share ideas for improvement that have been identified within the DP to help them overcome challenges and expand on success. Qualifications Essential qualities include: - Strong communication and influencing skills - person needs to be able to build relationships with DPs to execute on ACT|GCM service delivery and expectations. - Strong business knowledge and ability to set clear expectations for the DP based around business outcomes within a global multi-site operation. - Proven experience of influencing other organizations where their support is critical to success. - Ability to work across groups engaging with individuals both directly and indirectly to achieve a common goal. - A good understanding of change management, the importance of it, approaches, key tasks and timelines - Ability to thrive in a fast-paced multinational environment working across multiple lines of business. - Very strong team player with excellent interpersonal skills. Basic Qualifications: - Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, or Business Leadership OR 2+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience. - Minimum 3+ year(s) prior product, customer support and/or technical support experience.

Responsibilities

The role involves ensuring timely case resolution by driving engineer readiness and performing case reviews. Additionally, it includes mentoring engineers and collaborating with stakeholders for process improvement.