Advertising Partner Technical Advisor
Microsoft
Lisbon, Lisbon, Portugal
há 1 min

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.

In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams.

Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance.

You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes.

Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

  • Team Readiness & Development you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
  • Case Management (Delivery Excellence) you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
  • Managing Collaborative Activities mentor engineers to be more effective collaborators (cross-team and cross-technologies / lines of business).
  • Supportability Activities you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides / readiness content to help with volume deflection.
  • Process Improvement collaborate with stakeholder teams providing product and process feedback.
  • Qualifications

    Language Qualification :

    English Language : confident in reading, writing and speaking.

    Required Qualifications :

    Working knowledge of the Online Search Advertising industry and / or experience working with contact centers

    Preferred Qualifications :

    Online Advertising industry knowledge, including key players, and technologies

    Bing Ads or Google Ads accreditation and understanding of the online advertising industry

    Work experience in or with contact centers, with a distinctive record of achievement and impact

    Results oriented with focus on the following areas : operations program management, support delivery, supplier management and performance improvement

    Knowledge or experience in the application of continuous improvement programs

    Unrelenting focus on driving results

    Proven track record as a consistent top performer

    Experience of forging strong and positive relationships across organizations and levels

    Consistent history of successfully leading complex, cross-organizational initiatives

    Experience of simultaneously managing multiple work streams with great attention to detail

    Experience in working effectively within complex and ambiguous environments

    Immense passion for the end to end customer experience

    Strong verbal, written and presentation skills

    Demonstrated cross-group collaboration across multiple groups

    Passion for driving product, workflow, content and policy enhancements that benefit consumers

    Demonstrate ability to remain calm and professional during situations of high sensitivity and urgency

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