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.
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