Senior Support Escalation Manager
Microsoft
Senior Support Escalation Manager
Multiple Locations, United States
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Within the Customer Service & Support (CSS) organization, the Advocacy and Customer Trust (ACT) team is looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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.
Qualifications
Required/Minimum Qualifications
- 7+ 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 Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR equivalent experience.
- 2+ Years of Commerce or Volume Licensing related Office 365 experience and Knowledge of Microsoft billing and/or volume licensing processes and policies, including activation, payments, credits, refunds, invoices, credit cards and other purchase channels and good understanding of Office 365 subscription provisioning, Admin roles and identities.
Other requirements: 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.
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
Additional or Preferred Qualifications
- 8+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience
- OR equivalent experience.
- Experience working with Microsoft products and services.
- Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $122,000 - $200,500 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until January 1, 2025
#CES #CSS #ACT
Responsibilities
Customer Resolution
• Acts as an internal expert to resolve longer running, sensitive, or escalated issues
or acts as a primary contact for escalated issues on behalf of less experienced IC
levels. Identifies and builds relationships with various internal and external teams
and senior leaders to resolve customer issues. Leads strategic projects. Informally
provides coaching, mentorship, or support to less experienced Support Escalation
Managers to resolve customer issues.
• Leads inter-regions, cross-regions, cross-group, or account team unit (ATU)
initiatives by creating plans and managing relationships with other business units
to improve the customer support experience for a group of customers or a
specific region/area. Acts as a subject matter expert on best practices to support
the customer experience.
• Reviews status updates to customers and provides informal guidance to others
on communicating with internal stakeholders through various channels of
communication for highly sensitive or difficult issues.
• Leads strategic projects designed to improve resolution times, customer
satisfaction, and support experience.
• Proactively coordinates resources and establishes relationships to drive
opportunities within the team and across stakeholder groups in postmortem
discussions to remediate future issues.
Collaboration
• Leverages relationships across teams to remove roadblocks. Establishes and
oversees the development of written protocols to ensure customer issues are
resolved. Identifies reoccurring roadblocks across the team and escalates as
needed.
• Owns escalated issues and manages account-aligned customer incidents to
identify and remove barriers. Ensures existing processes are not a blocker to
customer issue resolution and influences the direction of process improvement
efforts with a global perspective. Acts as an expert and provides informal
guidance to Support Escalation team members on how to handle moderate to
highly complex cases.
Communication
• Manages customer and field expectations around issue response and represents
the company independently. Ensures customer and MSFT internal stakeholders
stay informed on the response and resolution status of customer issues.
Communicates and influences internally to drive faster issue resolution.
• Identifies and builds strategic relationships with internal teams, partners, and
communications with senior leadership to resolve issues that are complex in
scope.
Process Improvement
• Surfaces feedback from the team and drives collaboration across functions to
identify systematic issues and leads process breakdowns to ensure
resolution/progress. Creates strategy for process improvements and leads project
or workgroup to improve internal processes.
• Reviews postmortem executive summaries and identifies patterns across
customer issues. Creates strategies to resolve reoccurring or highly sensitive
issues in partnership with leadership.
Vendor Relationships
• Owns and leads relationships with outsource vendor to resolve issues and foster
positive cultural and behavioral changes.
Other