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With over 18,000 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.
As Escalation Incident Manager you will provide a heightened level of incident management support to customers by taking ownership of escalations.
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.
Responsibilities
Customer Resolution
Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.
Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to improve the customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.
Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.
Provides problem management on open cases to spot trending and highlight focus areas to customers.
Proactively guides the customer to improve operational health and awareness of platform alerting based on performance metrics.
Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.
Collaboration
Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues.
Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear.
Regular proactive collaboration with the field teams for Unified support delivery to ensure proactive services are aligned to identified problem areas.
Communication
Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.
Will own executive level communications, and responses to escalated issues.
Will be responsible for the setup and maintenance of customer facing reactive chat channels, enabling swift communication during escalations and\or Service Impacting events.
Process Improvement
Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.
Qualifications
Required Qualifications:
Technology industry, customer service, or related experienceo OR Bachelor's Degree in technology, business, or related field AND technology industry, customer service, or related experienceo OR Master's Degree in technology, business, or related field AND technology industry, customer service, or related experienceo OR equivalent experience
Previous incident management experience or support experience with escalations
Hands On working experience in a technical support, service delivery, or consulting environment.
Fluency or business level English and Greek language skills
Preferred Qualifications:
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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .