Microsoft's Customer Service & Support (CSS) organization focuses on delivering a seamless support experience to build trust and confidence among customers. The Digital Transformation Platform (DTP) group within CSS supports global customers on their journey with technologies like Data Analytics, AI, IoT, and Dynamics 365.
Responsibilities
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People Management. Lead, coach, and empower a team of support engineers by modeling Microsoft's culture, defining objectives, and fostering individual growth.
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Response and Resolution. Manage customer relationships, oversee issue resolution, and ensure timely escalation and collaboration across teams to address complex technical challenges.
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Readiness. Develop readiness strategies for new technologies and feature releases, ensure technical documentation is comprehensive, and facilitate compliance training for team members.
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Product/Process Improvement. Gather customer feedback, drive product quality improvements, identify and resolve product bugs, and establish operational frameworks for efficient issue resolution.
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Business Integration. Collaborate internally to align strategies and foster customer loyalty through consistent engagement.
Qualifications
- Required. 7+ years of experience in operational excellence, delivery management, or related fields, OR Bachelor's Degree in Computer Science or related field with 5+ years of relevant experience, including 3+ years managing managers.
- Other Requirements. Ability to meet security screening requirements.
Additional or Preferred Qualifications
- Strong customer service, communication, and interpersonal skills.
- Ability to set and communicate goals, and adapt to changing situations.
- Experience in technical support or related fields is advantageous.
Additional Information
- The role offers flexibility with up to 50% remote work.
- Salary range for this role in Canada is CAD $121,800 - CAD $219,100 per year.
Application Deadline. June 28, 2024.
Company Culture. Microsoft promotes a culture of inclusion and diversity, where employees are encouraged to innovate and collaborate towards achieving shared goals.