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Microsoft · 9 hours ago

Support Escalation Manager - CTJ

United States

Full-time

Remote

Mid, Senior Level

$77K/yr - $152K/yr

3+ years exp

Microsoft is a leading technology company, and they are seeking a Support Escalation Manager. The role involves acting as a primary contact for account-aligned customers, managing escalated issues, and improving customer support experiences through proactive communication and collaboration with various teams.

Application Performance ManagementArtificial Intelligence (AI)Business DevelopmentData ManagementDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear

Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues

Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution

Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope

Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience

Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues

Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process

Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience

Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes

Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers

Qualification

Customer Service ExperienceTechnology Industry ExperienceMicrosoft Products KnowledgeProcess ImprovementCommunication Skills

Required

Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience

Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Preferred

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience

Experience working with Microsoft products and services

Must be willing to obtain a Top Secret clearance