Do you have passion for defining the Customer’s Support Experience with Gaming, Devices and Social support?  Do you believe Customer satisfaction is core to the success of any business? Do you thrive on analyzing data, customer feedback and industry trends to inform the core strategies that will move Customer Support forward?  Are you someone with a passion to solve real world business problems with data, analytics, machine learning and AI? Do you thrive in a fast-paced and complex work environment where ambiguity is the norm? If you have answered yes to these questions, then this role may be for you.

As Microsoft transforms to help customers achieve more in a mobile-first and cloud-first world, support plays a critical role.  To do this, we must deeply understand customers' real needs, designing, implementing, and delivering support experiences that meet those needs.  Support Planners spend time and think deeply on our customers support experiences, understanding the challenges and detailing areas for improvement or innovations, with the goal of making support experiences effortless. 

This role is focused on Support for Gaming, Devices and Social scenarios. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. You will work on all aspects of the design, development, and delivery of analytics and machine learning to create applicable solutions/outputs. You will work with a range of business stakeholders to define problems, construct hypotheses, design experiments, and to implement changes that drive customer value creation. We have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

Responsibilities

• Define, track and report key results/metrics to assess overall business health
• Work closely with partner teams to identify and evaluate the quality of different data sources used for key result/metric calculations and performance analysis
• Manipulate and analyze complex, high-volume, high-dimensionality data from varying sources using a variety of tools and data analysis techniques
• Deliver in-depth analysis on business performance (trends, funnels) and drivers, as well as forecasts and targets
• Build/design dashboards to enable ongoing monitoring of business health
• Work with data engineers to operationalize dashboards and ingest new data sources (provide data modeling requirements)
• Provide actionable insights on how to improve our services.
• Ensure data accuracy

Qualifications

Required Qualifications:

This role will partner with engineers, program managers, and data scientists to turn our data into actionable learnings to directly influence product roadmap and implementation.

• 3+ years product / technical data analyst experience OR Bachelor's degree in Computer Science, Math, Engineering, Science, Business, or a related field with documented coursework in statistics or business analytics
• Strong data exploration techniques using languages such as Kusto, SQL and Python
• Ability to help define hypothesis, requirements, metrics, and application with both business and technical partners.
• Ability to work through ambiguity and flexible to work across various areas and projects.
• Ability to understand, translate and map business and product questions into analysis projects.

Preferred Qualifications:

• Exceptional problem solving, technical and data analysis skills
• Working knowledge of large data manipulation and data mining
• Exceptional written and verbal communication and presentation skills
• Be self-driven, and show ability to deliver on ambiguous projects with incomplete or dirty data
• Ability to work in a team environment that promotes collaboration
• Be able to and succeed in a matrix structure by influencing new thinking

Innate curiosity and ability to thrive in an ambiguous and rapidly changing startup environment. Self-starters and innovators with a positive, collaborative can-do attitude, growth mindset and bias for action 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.