Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
- Do you want to help empower every person and every organization on the planet to achieve more?
- Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
- If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, collaborating and knowledge sharing with each other, and are innovative in providing solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
- Customer Obsession – we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
- Growth Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
- Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
- One Microsoft – we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
- Making a difference – we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, 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 an outstanding technical 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 providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Responsibilities
Your Responsibilities:
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
You will be part of a team responsible for providing an outstanding technical 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 providing both technical expertise (either on your own or by involving your colleagues) solving high level complex, and potentially politically charged problems, involving broad, in-depth product knowledge or in-depth product specialty; this may also include support of additional product lines. The role requires an excellent communicator and service oriented professional, daily demonstrating the CARE behaviors; Communicate Effectively, be Accountable, be Resourceful and Empathic.
- Exhibit leadership through personal responsibility, accountability and teamwork
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
- Act internally as a customer advocate.
- Act as a technical focal point where needed with other 3rd party companies
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Qualifications
Required Qualifications:
- 2+ years working knowledge of Microsoft Office Products.
- 2+ years experience in Operating System, Networking Technologies, Windows Server platforms, Active Directory Services and IIS.
- English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
- 2+ years in a customer facing service role in any capacity
- Experience with SharePoint would be a plus as well
- Portuguese Language: fluent in reading, writing and speaking.
- Advanced skills in troubleshooting, communication, and collaboration
- MCSE/MCSD certifications
- Education: Bachelor’s Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.
Additional
- Superior problem solving and troubleshooting skills at the System Engineer level;
- exceptional customer service, overall communication and technical writing skills
- Must have sufficient technical depth to communicate with development and other internal organizations at a peer level;
- Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers;
- Demonstrated aptitude for providing exceptional customer service in politically charged environments;
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development;
- Ability to apply technology to improve existing products and systems at customers and for internal use;
- Ability to actively participate in team support by proposing and implementing solutions.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
- Industry leading healthcare
- Savings and investments
- Giving programs
- Educational resources
- Maternity and paternity leave
- Opportunities to network and connect
- Discounts on products and services
- Generous time away