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.

Modern Solutions and Support (MSS) organization is looking for a customer obsessed, analytical, and high energy individual to join our team as a Postmortem Analyst as part of the Executive Customer Relations team. This role will focus on Executive-Legal-Press escalations and can span across Consumer & Commercial customers. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices.

The Executive Postmortem Analyst performs support quality reviews for Executive, Legal, and PR escalations while collaborating with internal CSS employees to collect the right level of data to be able to complete full postmortem of an escalation. This requires engagement with various internal teams to review policy and processes that impact quality and customer experience. This includes reinforcing capable solutions to customer issues and identifying pain points customers are experiencing in order to promote continuous improvements while creating a stronger customer experience. They will work on opportunities to reduce escalations as well as provide guidance to the delivery teams. This individual will be expected to proactively develop strong relationships across the organization, working collaboratively with advocates, team leads, and FTEs.

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

• Understand the CSS and Escalation support ecosystem
• Partner closely with escalation teams and support delivery teams within CSS
• Work on ADO; create and update work items to be reported out to the leadership level
• Identifying reoccurring or emerging issues and escalating them to the appropriate channels
• Collaborating with CSS and other teams such as Product Group, Engineering Group etc
• Ensure all reviews are correctly documented and calibrated around the necessary customer issues
• Effective coordination of communication
• Partner closely with delivery sites:
o Identify pain points
o Promote continuous improvements in quality
o Create a seamless customer experience
• Deliver timely and comprehensive solutions to appropriate parties

Qualifications

Required Qualifications:

Candidate must have hand-on working experience either in Technical Support, Customer Service, or Customer Escalation in a large organization.

Problem solving and research skills.

Organizational skills with attention to detail.

Demonstrated business maturity.

Escalation management & Critical situation handling.

Technical Skills:
• Microsoft Windows
• Microsoft Office

Additional Preferred Qualifications:

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 seeing new problems.
• Work remotely on individual issues whilst contributing to the team success.

Language
Candidates must have strong English communication skills, confident in reading, writing, and speaking.

Support Escalation Management IC3 - The typical base pay range for this role across Romania is lei 143,500.00 - lei 215,300.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/romania-corporate-pay.html

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.