Sr Support Escalation Manager
Microsoft
Sr Support Escalation Manager
Multiple Locations, India
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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.
In the Customer Service & Support (CSS) organization we are 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.
This role is flexible in that you can work up to 50% 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.
Qualifications
Required Qualifications:
• 10+ years of technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
o OR Master's Degree in technology, business, or related field AND 3+ years of technology industry, customer service, or related experience
o OR equivalent experience
Deep technical support experience for Windows and Office software (including consumer versions).
Prior experience as a Support Engineer in Windows and Office products and Microsoft Account.
Customer service and support experience.
Demonstrated business maturity.
Escalation management and critical situation handling.
Problem-solving and research skills.
Organizational skills with attention to detail.
Understanding of reverse logistics.
ITIL or similar problem management.
Personal Attributes/Interpersonal Skills:
Collaborative team player with strong stakeholder management skills.
Excellent time organization and close-out discipline.
Problem solver that can identify both short-term mitigation and propose options for longer-term resolution.
Strong written and verbal communication skills.
Excellent judgment, decision-making skills, and the ability to work under continual deadline pressure.
Ability to manage and work within ambiguity to reach a successful outcome.
Ability to influence and build relationships in an international environment.
Inquisitive and proactive, actively seeking new solutions.
Ability to work remotely on individual issues while contributing to team success.
Responsibilities
• Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues.
• Mentor others on the team and participate in strategic projects to enhance resolution times and customer satisfaction.
• Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements.
• Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don’t hinder issue resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution.
• Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues.
• Vendor Relationships: Drive relationships with outsource vendors for issue resolution.