With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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.
Modern Life, Gaming and Customer Service (MLGCS) team is a group of 350+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud. We enable and protect Microsoft’s customers through creating a people first culture, adding value for every customer and helping our customers be safe and secure.
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
- Understand the CSS and Escalation support ecosystem
- Partner closely with escalation teams and support delivery teams within CSS
- Work on ADO; create and update work items to be reported out to the leadership level
- Identifying reoccurring or emerging issues and escalating them to the appropriate channels
- Collaborating with CSS and other teams such as Product Group, Engineering Group etc
- Ensure all reviews are correctly documented and calibrated around the necessary customer issues
- Effective coordination of communication
- Partner closely with delivery sites:
o Identify pain points
o Promote continuous improvements in quality
o Create a seamless customer experience
Qualifications
Required Qualifications:
- 3+ years Customer Service and Support experience.
- 2+ years of Data Analytics experience
Preferred Qualifications:
- Problem solving and research skills.
- Organizational skills with attention to detail.
- Demonstrated business maturity.
- Escalation management & Critical situation handling.
- Advanced written and verbal communications skills
Experience working in a data intensive environment and translating business needs into data
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.
