OverviewThe IC4 Support Escalation Management role acts as the primary contact for understanding and resolving issues to improve the experiences of account-aligned customers independently. This role involves maintaining and developing relationships with various internal and external teams to resolve customer issues effectively. Collaboration with engineering and operations teams is critical to identify the right resources to address problems. The IC4 also manages customer and field expectations regarding issue responses, keeps all stakeholders informed about issue status, and influences faster issue resolution. Additionally, this role identifies systematic issues and process breakdowns, participates in projects to improve these areas, and fosters positive vendor relationships to drive cultural and behavioral improvements.
ResponsibilitiesCollaborationCollaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues.
Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.
CommunicationTakes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.
Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.
Customer ResolutionActs as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.
Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.
Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
Process ImprovementIdentifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.
Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
Vendor RelationshipsParticipates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
Other:
- Embody our culture and values
QualificationsRequired Qualifications:- Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience
- OR equivalent experience
Other Requirements: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.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
Additional Required Qualifications:- Experience working with Microsoft products and services.
- Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
- Incident Management
- C-Stakeholder
- Escalation Management
Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
