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.

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

Responsibilities

Core (all people in this role perform these duties; depending on tenure some duties may be minimal

• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates
  

• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
  

• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
  

• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))
  

• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
  

• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)
  

• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
  

• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
  

• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

Optional (people in this role may perform these duties, can vary by line of business)

• Provide Frontline Operations Metrics Oversight
  

• Participate in DP ROB (WBR, QBR, MBR)
  

• Participate in Product Group Triages (coordinated with Eng. and Service TAs)
  

• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources
  

• Participate in Technical and SME Interviews for New PTA Hires
  

• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
  

• Run Non-Top Box and Deviation Analysis (including Approval)
  

• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

Qualifications

Do you have a passion for gaming? Want to be part of reshaping the consumer support experience for Gamers and help customers get back to doing what they love most? Then this is the role for you!
One of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps nearly 1 billion customers around the world each year. The organization is responsible for making sure customers are receiving world-class support and providing the product groups with customer feedback. Xbox Support in the CSS organization provides support assistance (technical and non-technical) to Microsoft's Gamers worldwide. Its main goal is to achieve the highest customer satisfaction for Gamers so they can get the most from their experience with our products.
You will be responsible for partnering with near shore and offshore contact centers, to identify and help build solutions to our Gamers’ questions and issues. Additionally, your focus will be on scaling the support capabilities of our contact centers. In this role you will also drive continuous improvement plans to support operational needs, cost efficiency, and improved customer experience with implementation of innovative initiatives and/or projects. You will collaborate on a regular basis with peers in the Customer Delivery Excellence organization, Serviceability, Global Escalation Services and Agent Enablement to ensure good information, escalation flow and alignment of your operations with Global, time-zone and local priorities.
Primary role purpose and accountabilities include the following:

• Owner of the end-to-end customer and advocate support experience, drive ongoing improvement
  

• Identifying scenarios where advocates are unable to help Gamers, developing solutions.
  

• Educating and training Contact Center staff to improve their Helped Resolved, First Contact Resolution and overall Customer Experience.
  

• Accountability for driving get to green (G2G) plans for key metrics; Customer Satisfaction, First Contact Resolution, Issue Resolution and efficiency.
  

• Build partnerships and provide leadership when required to other virtual team members both internal and with our Delivery Partners.
  

• Ensure alignment of the delivery experience for Xbox across the support ecosystem
  

• Contribute to the delivery partner strategy in partnership with the Service Delivery Managers and Supplier engagement teams.
  

• Develop & execute on strategic initiatives to deliver tangible improvements in customer experience, cost efficiency and revenue generation.
  

• Provide feedback on progress to respective support and business stakeholders
  

• Maintain close alignment on continuous product improvement opportunities through engagement with the Serviceability team.
  Demonstrable skills in the following areas are critical:
  

• Experience and a passion for Console, Mobile and/or PC Gaming
  

• Technical knowledge, and demonstrated troubleshooting skills
  

• Achieve results through influence with internal and external/Supplier stakeholders
  

• Confident senior leadership engagement and communication
  

• Managing in a dynamic operational environment
  

• Strong ability to execute and drive for results in ambiguous environment
  

• Resourceful problem-solving skills, leveraging internal and external/partner resources to do what is right for our customers
  

• Having a growth mindset and an ongoing desire to achieve more.
   

Preferred Qualifications:

• A minimum of 3 years of experience in support or service-based industries. Fortune 500 support/customer care experience.
  

• A Passion for/and desire to be part of the global Gaming industry
  

• Strong track record of working within customer support or operationally focused support organizations.
  

• Deep insight/perspective into customer care/service experiences
  

• Experience with high volume consumer Hardware and Subscriptions environments preferred
  

• Ability to communicate effectively, and develop strong long-term relationships with senior leaders
  

• Collaboration - Demonstrates effective cross-group collaboration skills
  

• Ability to grow relationships with strategic outsource partners who are committed to Microsoft and our customers
  

• Understanding of Microsoft's devices and services strategy
  

• This position requires up to 25% of travel; domestically and internationally

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.