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 day-to-day job will be about Identifying, analyzing, and solving Billing related Issues (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. The successful candidate should demonstrate great accountability, customer obsession and managing critical situations. the candidate should be passionate of driving bigger impacts - being increasing customer values, Ally to our customers and/or driving product feedback.

Responsibilities:

 Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment.
 Resolve customer issues including complex scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.
 Provide critical product feedback to operations, Drive collaboration & engagement outside of ASMS (Product Engineering teams/Services/Support/Regions).
 Own, troubleshoot and solve customer issues, using collaboration, troubleshooting best practices and transparency within and across teams.
 Identify cases that require escalation (either technically or strategically)
 Create and maintain incident management requests to product group/engineering group.
 Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat.
 Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
 Provide ramp activities, knowledge sharing, coaching, and mentoring.
 Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.
 The opportunity to be part of the evolution of Microsoft Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises Microsoft products, and to work in collaboration with multiple Microsoft teams (operations, business groups, product groups, and engineering.)

Qualifications

Required Qualifications:
 At least 5+ years of Technical Support experience, managing Global English customers.
 English Language: fluent in reading, writing, and speaking.
 B.S. degree in Computer Science or equivalent.
 Azure Certified, Familiarity with Azure and/or compete cloud products. (Recommended)
 Knowledge of Excel: Pivot tables, Filters & look-up function. (Recommended)
 Demonstrable troubleshooting skills
SOFT SKILLS:
 Leadership - handle challenging and politically charged customer situations.
 Strong communications skills – fluent in spoken and written English
 Effective, polished interaction with customer to gather information quickly & comprehend the Issue; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
 Cross-team collaboration
 Logical / Critical thinking
 Passion for technology and customer focus.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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.