Technical Support Advisory - The Global Crisis Management (GCM) at Microsoft

Osaka, , Japan -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

0.0

Posted On

26 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Content Creation, Training Collaboration, Change Management, Project Management, Communication Skills, Interpersonal Skills, Problem Solving, Customer Escalation Resolution, Technical Troubleshooting, Business Knowledge, Team Player, Global English, Translation Experience, Service Level Agreements, Key Performance Indicators

Industry

Software Development

Description

Advocate readiness, technical support, and content expertise for delivery partners (DP). 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. Delivery partners for technical support, content clarity, and advocate readiness. Assisting in any support challenges based on previous findings. Essential qualities include: Srong 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. Strong global English to ensure proper engagement with Global Delivery teams Translation experience to take English language work instruction and service design and translate them into Japanese documentation 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. Preferred Qualifications: Strong project / program management skills Change Management experience (Prosci certification) is a plus Excellent verbal and written communications skills Able to work across cultures effectively, valuing diversity within virtual team MBA is a plus Travel up to 25% globally may be required

Responsibilities

The role involves advocating readiness and providing technical support for delivery partners, including content creation and maintenance, and serving as an escalation point for technical blockers. The position also requires monitoring service metrics and collaborating with various teams to improve operational hygiene.