With over 18,000 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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

Role:

Support Engineers (SE) serve as frontline resources for Microsoft Azure Subscription and Management Service customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems applying analytical skills, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing outstanding Billing support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day-to-day job will be about Identifying, analyzing, and solving Billing related Issues (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. The successful candidate should demonstrate great accountability, customer obsession and managing critical situations. the candidate should be passionate of driving bigger impacts - being increasing customer values, Ally to our customers and/or driving product feedback.

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.

Responsibilities

Response and Resolution

• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  
  

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  
  

Product/Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  
  

Responsibilities:

 Ability to thrive in a strong team environment focused on providing a consistently high level of customer service in a challenging environment.

 Resolve customer issues including complex scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost-efficient solution architecture.

 Provide critical product feedback to operations, Drive collaboration & engagement outside of ASMS (Product Engineering teams/Services/Support/Regions).

 Own, troubleshoot and solve customer issues, using collaboration, troubleshooting best practices and transparency within and across teams.

 Identify cases that require escalation (either technically or strategically)

 Create and maintain incident management requests to product group/engineering group.

 Write high quality case notes so we can support customers as a team, and customers do not need to repeat themselves. Ensure your colleagues can fully understand case progression without needing to ask the customer to repeat.

 Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.

 Provide ramp activities, knowledge sharing, coaching, and mentoring.

 Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

 The opportunity to be part of the evolution of Microsoft Azure and cloud support services, to be constantly challenged as the platform expands to provide broader capabilities to customers, support customers using a service rather than on-premises Microsoft products, and to work in collaboration with multiple Microsoft teams (operations, business groups, product groups, and engineering.)

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Required Qualifications:

• 5+ years of experience in technical support or billing support role
  
  

OR

Bachelor's Degree in CS and 3+ years technical support or billing support role

• Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills.
• Strong communications skills – fluent in spoken and written English
• Azure Fundamentals certification, familiarity with Azure and/or compete cloud products.
• Knowledge of Excel: pivot tables, filters & look-up function.
• Leadership - handling challenging and politically charged customer situations.
• Ability to conduct effective, polished interactions with customers to gather information quickly & comprehend issues; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence.
• Cross-team collaboration
• Passion for technology and customer focus.
  
  

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.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.