Technical Support Advisory - The Global Crisis Management (GCM)
Microsoft
Technical Support Advisory - The Global Crisis Management (GCM)
Multiple Locations, Japan
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Overview
Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization?
If so, the Technical Advisor position in the Microsoft Customer Service and Support (CSS) Organization is a unique career opportunity for you!
The Global Crisis Management (GCM) team part of Advocacy Customer & Trust (ACT) within CSS is a diverse team who is proud to deliver Incident Management (IM) services across the globe. As a member of our team, you will aspire to be our Delivery Partners’ (DP) trusted advisors to fuel some of the largest and most complex IT solutions in the world.
Technical Advisor (TA) specialize in product and service readiness working with our DPs . As a TA, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust partnerships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.
For this role we are seeking out people who:
- Are thoughtful, analytical leaders.
- Have a passion for technology and continuous learning.
- Thrive in dynamic, high-stress environments.
- Are eager to collaborate and build strong relationships.
- Are able to see a problem from many angles.
- Embrace multicultural environments.
The TA supports Delivery Partners (DP) and/or teams, enhances support readiness, and ensures timely resolution by developing others. They focus on driving DP service and technical expertise, advocating readiness and support, acting as the go-to person for DP technical issues, training gaps, and content management. TAs bridge the gap between delivery partners, service advocates, and engineering teams, driving technical improvements and supporting launches.
A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, and communication skills, The ideal candidate will also have strong customer experience focus, a technical aptitude, the ability to teach and communicate work instructions to others, a working knowledge of operational delivery, and a strong sense of accountability.
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
Essential qualities include:
- Srong communication and influencing skills - person needs to be able to build relationships with DPs to execute on ACT|GCM service delivery and expectations.
- Strong business knowledge and ability to set clear expectations for the DP based around business outcomes within a global multi-site operation.
- Proven experience of influencing other organizations where their support is critical to success.
- Ability to work across groups engaging with individuals both directly and indirectly to achieve a common goal.
- A good understanding of change management, the importance of it, approaches, key tasks and timelines
- Ability to thrive in a fast-paced multinational environment working across multiple lines of business.
- Very strong team player with excellent interpersonal skills.
- Strong global English to ensure proper engagement with Global Delivery teams
- Translation experience to take English language work instruction and service design and translate them into Japanese documentation
Basic Qualifications:
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, or Business Leadership OR 2+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
- Minimum 3+ year(s) prior product, customer support and/or technical support experience.
- Preferred Qualifications:
- Strong project / program management skills
- Change Management experience (Prosci certification) is a plus
- Excellent verbal and written communications skills
- Able to work across cultures effectively, valuing diversity within virtual team
- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products
- MBA is a plus
- Travel up to 25% globally may be required
Responsibilities
Responsibilities
Role and Responsibilities/Primary Focus
- Advocate readiness, technical support, and content expertise for delivery partners (DP).
Main Responsibilities
- Advocate readiness for product and service launches
- Escalation Point of Contact (PoC) for case/technical blockers
- Content creation and maintenance
- Tool SME/support
- Training collaboration
- Technical gap identification
- Liaison between advocates and engineering
- Customer escalation resolution
- Technical and bug triages
- Reviewing core metrics service level agreements (SLA) and key performance indicators (KPI) to determine DP’s health.
- Monitoring the queue volume for transactional services
- Engage in case reviews, including aged, idle, escalated and CSAT at Risk cases.
- Work with the DP quality team to analyze low scores and partner to determine operational hygiene improvement plans
- Join Weekly & Monthly Business Review meetings (when required)
- Proactively seek opportunities to implement projects/initiatives or collaborate with existing projects.
Point of Contact For
- Delivery partners for technical support, content clarity, and advocate readiness.
Strategic Role
- Liaison between advocates, engineering, and delivery partners for technical issues.
Performance Management
- Identifies technical gaps, supports Customer Partner Experience (CPE) survey scrubs, and drives best practice sharing.
Change & Initiatives
- Owns technical and bug triages, supports new DP launches, and drives campaign opportunities.
Measures of Success
- Providing the required tools, knowledge and insights to our DPs where required to ensure successful delivery of ACT|GCM services.
- Driving escalations to ensure our DP receive the help required to de-escalate the situation.
- Share findings in areas to be improved after analyzing core metrics (SLA/KPI).
- Assisting in any support challenges based on previous findings.
- Share ideas for improvement that have been identified within the DP to help them overcome challenges and expand on success.