Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Your Responsibilities
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Primary Skills:

• Superior problem solving and troubleshooting skills in technical areas
• Exceptional customer service, overall communication skills, and technical writing skills
• Must have sufficient technical depth to communicate with Escalation partners and other internal organizations at a peer level
• Must have the ability to work independently with minimal management supervision and as part of a team of engineers
• Demonstrated aptitude for providing exceptional customer service in politically charged environments
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development.
• Ability to apply technology to improve existing products and systems at customers and for internal use
• Ability to adapt quickly to changing circumstances, direction, and strategy
• Demonstrate strategic thinking with value-add contributions

Technical Requirements:

• Knowledge about the following areas in M365:
1. M365 licensing,
2. SCCM basics,
3. Office admin center
4. OCSI – Office Client Server Integration).
5. Troubleshooting issues with Office Web Access.

• Knowledge of MS Office Applications (Word, Excel, PowerPoint)
• Understanding of client/server, networking, and Internet technologies fundamentals.
• Database skills for SQL Server Development / SQL Reporting services.
• Experience in network operations, software support or I.T. consulting.
• Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.

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. If you need assistance and/or a 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.