Partner Technical Advisor – EXO and SCC | Microsoft | Charlotte, NC 28273

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  • United States, Charlotte, NC 28273 View on Map
  • Post Date : November 19, 2020
  • Apply Before : December 19, 2020
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Job Description

Customer Experience & Success
  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:
  • Customer Obsession – we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft – we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference – we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.

If you are passionate about helping customers achieve more and want an opportunity to accelerate our customer’s transformation towards a digital organization, the Microsoft 365 (M365) Partner Technical Advisor (TA) positions within the CSS Organization is a unique career opportunity for you! You will be responsible for ensuring the technical readiness and improvement of the customer experience based on customer scenarios of the supplier support staff at sites around the world.
As a Partner Technical Advisor you will be accountable for leading a team of Engineers, enabling them to deliver a strong and consistent customer experience. You will deliver unique value by influencing supplier support staff in terms of their technical capabilities and case management and by handling emerging issues to improve case progress/wellness towards great Customer and Partner experience.

As a Technical Advisor for the O365 line of business, you will be on the frontline of the customer experience and innovation. Our customers demand high quality technical support, and you will be working with a diverse set of FTEs and suppliers as we strive to meet our customers’ needs.


Responsibilities


Core Responsibilities:
  • Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
  • Provide skill-gap analysis & readiness plans for Delivery Partner (DP) teams
  • Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced Time To… measures)
  • Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)
  • Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
  • Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
  • Release Management and Deployment for DP (ensure it happens, do not own directly)
  • Focus on the quality of engagement, working with the DP Quality team
Optional (people in this role may perform these duties, can vary by line of business)
  • Provide Frontline Operations Metrics Oversight
  • Participate in DP ROB (WBR/QBR/MBR)
  • Participate in Product Group Triages (coordinated with Eng. and Service TAs)
  • Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources
  • Participate in Technical & SME Interviews for New PTA Hires
  • Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
  • Run Non-Top Box and Deviation Analysis (including Approval)
  • Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.


Other Responsibilities:

Working with our delivery teams to ensure new offerings are delivered in a timely and high-quality manner. This requires an understating of the high-level strategy and an attention to detail when dealing with individual cases.
Ensuring ongoing quality and improvement of the support experience for M365 support. At Microsoft we aspire to provide the highest quality of service to our customers and partners. The successful candidate will help define and implement that vision.
Activities
  • Case wellness and case resolution quality – ensure progression of cases
  • Knowledge capture from new scenarios
  • Owns select cases when needed – high visibility or unique skills
  • Predominantly assists others in their cases by staying engaged if needed (until resolution)
  • Act as escalation point for ambassadors and engineers in outsourced vendors
  • Identify training needs, the modality and the best plan to enable ambassadors and engineers to be successful
  • Drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance.
Daily Execution
  • Perform reviews to ensure overall case wellness and case work/scope quality and follow up to ensure action has been taken
  • Unblock advocates on critical/pervasive issues
  • Advise case owner on out of scope escalation decisions
  • Develop troubleshooting content
  • Collaborate with Internal Teams for product & process feedback
Leadership
  • Partner across teams inclusive of business groups and engineering to address systemic issues
  • Help drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders
  • Do technical mentoring of others and share technical expertise
  • Improve team’s problem-solving skills, case management and customer service skills and promotes continued learning, self-study, and contributions to team knowledge (workflows, wikis, etc.)
  • Assist with developing training plans for supplier Engineers based on skills gap analysis and product needs
  • Ensure team members have suitable levels of permissions in system to allow efficient resolution of cases
  • Unblock servicing and escalation processes and ensure team members have access to appropriate resources as needed to support customer resolution
  • Demonstrates teamwork with customers and other Microsoft teams
  • Uses technical knowledge and industry expertise to influence and develop the right Intellectual Property (IP) to better serve customers


Qualifications


Required Qualifications:
  • 2+ years deep technical expertise in Security and Compliance specialty
  • 2+ years of strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential
  • 2+ years deep and working knowledge of multiple products ranging from Windows, Exchange, O365, Active Directory, ADFS, SQL
  • Strong EXO and SCC technical expertise
  • Ability to analyze and interpret data captures and trace logs to resolve customer issues specific to security and compliance, authentication, network connectivity etc.

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.


Preferred Qualifications:
  • Technical support background or experience strongly preferred.
  • Previous partner/vendor service delivery experience
  • Knowledge of Exchange, Active Directory, ADFS
  • Excellent Communication Skills – verbal, listening, and written (including technical writing).
  • Training and coaching abilities and experience with quality monitoring and improvement.
  • Ability to learn quickly and be flexible to business needs
  • Ability to troubleshoot customer service issues, using tools and networking with other teams and stakeholders
  • Desire to not only help customers but share knowledge to the entire M365 service team

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.

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