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.

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.

A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

Responsibilities

TA Responsibilities
• Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
• Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
• Enable swarming and collaboration activities, including advanced troubleshooting
• Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
• Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
• Ensure landing of new feature onboarding
• Own cases, as business demands
• Provide ramp activities for junior engineers, 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

Optional Responsibilities
• Technical interviews for new hires
• Assist acting team manager or POD lead
• Interface with CSAM to maintain good customer relations (Premier-focused LOBs)
• Process improvement feedback to appropriate DP and MSFT stakeholders
• PG Collaboration including triages
• Approval of escalations to product group (known as ICMs, Bugs or similar – varies by SBU)
• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
• Release management and deployment (ensure it happens, do not own directly)
• Trends, forecast for LOB
• Responsible for oversight of Speak Up! items (Consumer)

Optional Responsibilities for an Engineer TA
• Readiness content - identify need for and, or create content
• Assist, acting team Manager, POD lead
• Interface w, TAM to maintain good customer relations (Premier-focused LOBs)
• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

Optional Responsibilities for a Service TA
• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
• Trends, forecast for business

Responsibilities
Technical Advisors (TA) are responsible for ensuring the development of Support Engineers' (SE) technical capabilities. The role partners with Support Engineering Managers to formulate SE development plans and ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way. They deliver unique value by utilizing their technical knowledge to ensure ramp up and readiness of the Support Engineers to assist customers with issues.

Coaching – 75%
• Obsess about & know our customers & partners
• Deliver the “Perfect Every Time” experience
• Provides technical coaching and mentoring to Support Engineering teams
• Seeks information about the underlying needs of customers
• Allocates and aligns resources to optimize the customer experience
• Develops and communicates realistic outcomes
• Demonstrates expertise in a specific solution, or several products, feature functions, or services
• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.

Technical Leadership – 15%
• Lead the transformation
• Consistently apply “lessons learned:, model personal accountability & teamwork
• Understands customer/partner requirements, and can map the adoption and optimization of Microsoft technology solutions accordingly
• Demonstrated Self Learner
Delivery Optimization – 5%
• Own & optimize your delivery
• Collaborate & actively participate in the end-to-end delivery vision
• Modifies existing intellectual property (IP) or, where applicable, creates new content
Business Enablement – 5%
• Support & drive growth, consumption & revenue
• Seeks opportunities to drive Services business results by collaborating with multiple team members.
• Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Services business priorities and stakeholder management principles
• Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats

Qualifications

Qualifications, Abilities and Experience:
+ Must have strong technical knowledge on different versions of Skype for Business, Skype Online and Microsoft Teams.
+ Must be strong in troubleshooting and have good understanding of SIP, RTP and HTTP protocols.
+ Good understanding of voice gateways/PBX.
+ Understanding of voice codecs e.g. G.711, G.729
+ Understanding and troubleshooting knowledge on TCP/TLS protocols.
+ Should have strong hold of other technologies such as Exchange, Active Directory, Networking, SQL Server, IIS and Windows internals.
+ Proven knowledge and experience with the deployment of supporting technologies Exchange, Active Directory, SQL
+ Should be passionate to work on Skype for Business technologies and collaborate with teams across the business to drive seamless experience to the customers.
+ Good understanding of setting up Skype for business Hybrid.
+ Hands on experience on Skype for Business On-Premise to Cloud migration.
+ Fair understanding of Azure AD, Setting up Azure AD Sync, Multi factor authentication and Access Control Service.
+ Experience in using various Office 365/Skype for Business PowerShell commands.
+ Experience in debug/reading Network captures/Logs/Trace analysis and tools used.
+ Coordination with product group and good at technical delivery.
+ Should have been in the System for at least 18 months.
+ Must know the Americas processes and procedures and be able to describe them.
+ Must have excellent written and verbal communication skills.
+ Initiative to develop expertise on New Technologies beyond the provided training.
+ Must have excellent customer handling skills.
+ Up to date MCSE certification desirable. Skype and Office365 certificates are highly considerable.
+ Solid understanding of Client/Server, Networking, and Internet technologies fundamentals.
+ Strong Troubleshooting and problem solving skills
+ Excellent customer Service skills and effective learning skills
+ Very good patience and program management skill sets, while at the same time highly technical.
+ Has successfully worked in different Specialties and Technologies.
+ Must have enthusiasm for learning.

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 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.