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Company

Microsoft · 3 hours ago

OneDrive/O365 Support Agent

United States

Contract

Remote

Mid Level

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Data ManagementDeveloper Tools

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Hiring Manager

Haley Sanderson

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Responsibilities

OneDrive - The role is for the top tier of our support stack. (T0, T1, T2 and T3)

When not de-escalating tickets to T2, you will be reviewing escalations from T2 and creating bugs with reproduction or logging information for engineering.

You will need to follow up on your bugs with the OneDrive on call engineering team as you will maintain customer communication while the engineering team is reviewing your bug submission.

OneDrive Tier 3 is also responsible for “Data loss investigations” these might come from Rave or might be sent internally from an escalations team within MSFT.

This requires a cloud background check; you will be given access to OneDrive Logs which are very sensitive.

Data loss tickets normally end in a hard message to the customer, the files are either available or they are not…

A Strong grip on emotions, OneDrive customers can be very passionate about what their files mean to them, and they can hold MS and OneDrive accountable even if we aren’t culpable.

We regularly see legal threats and we do get customers who use strong language.

We do not tolerate disrespect to our team mates, but we also need folks who realize this isn’t personal. (Escalations experience within MS a bonus) [TC1]

Good communicator, you will need to compose emails to customers, being concise is important.

You will also ghost write responses for the tier 2 team from time to time to avoid any misinterpretation

Help maintain team notes and KB articles

Microsoft Customer Service and Technical Support.

Responsible for assisting with Data Loss investigations.

They are complex and can take time with a fair amount of Microsoft trust on the line with the customer.

Requires attention to detail along with logical thinking. [TC2]

Customer Driven, Pursuing Perfection, Global Escalation Services.

We are here to restore our customers’ ability to use Microsoft products and services.

We do that by resolving the most difficult technical issues, educating our customers on how to do more with their products, and voicing feedback to improve product quality.

OneDrive escalations are email only, 100% wfh

Most communication will be de-escalating to t2 or cutting bugs and talking with OneDrive on call engineering

Accuracy when dealing with escalations is paramount meaning tickets going up need to have proper logs and documentation along with accuracy when communicating down so you will get mentorship opportunities here.

Ideal candidate is someone who understands Windows and office Troubleshooting and some Microsoft account knowledge.

CSAT isn't a factor here, we need technical minded folks who care about customers getting help.

You will need to be able to pass a cloud background check to access the tooling used for Data loss investigations.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

OneDriveData loss investigationsMicrosoft Customer ServiceWindows TroubleshootingOffice TroubleshootingNetwork trace analysisVisual StudioIOS experienceAndroid experienceMSA fundamentalsOutlook.com knowledgeCommunicatorEmotional resilience

Required

OneDrive - The role is for the top tier of our support stack. (T0, T1, T2 and T3)

When not de-escalating tickets to T2, you will be reviewing escalations from T2 and creating bugs with reproduction or logging information for engineering.

You will need to follow up on your bugs with the OneDrive on call engineering team as you will maintain customer communication while the engineering team is reviewing your bug submission.

OneDrive Tier 3 is also responsible for 'Data loss investigations' these might come from Rave or might be sent internally from an escalations team within MSFT.

This requires a cloud background check; you will be given access to OneDrive Logs which are very sensitive.

Data loss tickets normally end in a hard message to the customer, the files are either available or they are not…

A Strong grip on emotions, OneDrive customers can be very passionate about what their files mean to them, and they can hold MS and OneDrive accountable even if we aren’t culpable.

We regularly see legal threats and we do get customers who use strong language.

We do not tolerate disrespect to our team mates, but we also need folks who realize this isn’t personal. (Escalations experience within MS a bonus)

Good communicator, you will need to compose emails to customers, being concise is important.

You will also ghost write responses for the tier 2 team from time to time to avoid any misinterpretation.

Help maintain team notes and KB articles.

Microsoft Customer Service and Technical Support.

Responsible for assisting with Data Loss investigations. They are complex and can take time with a fair amount of Microsoft trust on the line with the customer.

Requires attention to detail along with logical thinking.

Customer Driven, Pursuing Perfection, Global Escalation Services.

We are here to restore our customers’ ability to use Microsoft products and services.

We do that by resolving the most difficult technical issues, educating our customers on how to do more with their products, and voicing feedback to improve product quality.

OneDrive escalations are email only, 100% wfh.

Most communication will be de-escalating to t2 or cutting bugs and talking with OneDrive on call engineering.

Ideal candidate is someone who understands Windows and office Troubleshooting and some Microsoft account knowledge.

CSAT isn't a factor here, we need technical minded folks who care about customers getting help.

You will need to be able to pass a cloud background check to access the tooling used for Data loss investigations.

Preferred

Windows and Office Troubleshooting experience and technical fundamentals

Create a new profile, Reset, windows diags

Basic Fiddler or HAR / Network trace collection and analysis

MSA Microsoft account fundamentals (What is an MSA ? Whats included?)

Experience with using Visual studio or ICM to manage bugs and outages

Android, iOS mobile experience (OneDrive is a mobile app also)

Outlook.com knowledge is an asset

Ability to ask for help when stuck, and makes notes when helped so they learn from the ask in the first place

Company

Microsoft

Glassdoor

4.3

Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.

Founded in 1975

Redmond, Washington, USA

10,001+ employees

https://www.microsoft.com

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