Partner Technical Advisor
Microsoft
Partner Technical Advisor
Multiple Locations, United States
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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.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
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
Required Qualifications:
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
o OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
o OR equivalent experience - 3+ years of prior product, customer support and/or technical support experience
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.
Additional and preferred qualifications:
- Project / program management skills
- Change Management experience or a Prosci certification
- 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
- Travel up to 25% globally may be required
Technical Support Advisory IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until November 3rd, 2025.
Responsibilities
Primary Responsibilties:
- 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
Additional Responsibilties:
- Point of contact for delivery partners for technical support, content clarity, and advocate rediness.
- Work as a liason between advocates, engineering, and delivery partners for technical issues,
- Identifies technical gaps supports Customer Partner Experience (CPE) survey scrubs, and drives best practice sharing.
- Owns technical and bugs triages, supports new DP launches and drives campaign opportunities.
Other: