The Global Customer Experience Specialist plays a critical role in the resolution of technical, and escalated support incidents related to supporting customer development and deployments on the Azure Platform. This role provides on demand support to Azure customers around the world through various support offerings. You will be an integral team member and a true advocate for customer resolution, providing real-time on hands solutions to a technical audience.
The successful candidate should demonstrate strong written and verbal communication skills, customer satisfaction focus, and an excitement for technology. Beyond triaging escalations and managing critical situations, the candidate should be passionate about driving bigger impacts - customer values, improving processes, and driving product feedback.
What you will do:
- Review and Triage customer and partner escalations via multiple channels (Social, Chat, and Technical Support) and determine appropriate communication plan and customer resolution path
- Partner across various cross-functional teams and key stakeholders to ensure team is providing optimal customer experience each and every time
- Provide clear, concise communications for all Azure customers
- Partner with Service Engineering teams to determine customer impact and provide rapid communications to customers on Live Site Incidents
- Provide ongoing communication and status updates throughout duration of incident
- Develop and share best practices and recommendations to improve efficiencies within the internal team
- Identify root cause of escalations to drive long term resolutions
- Contribute to the creation of future Microsoft support capabilities for the cloud
What you will bring:
- Excellent written and verbal communications skills are a must (all business communication are conducted in English)
- Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status; and inspire confidence
- Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking
- Ability to influence people at all levels to drive resolution
- Always look at problems with customer first solutions
- High attention to detail, able to problem solve logically and think critically in mission critical situations
- Passion for problem solving through the ability to self-learn, think critically, and have fun while doing it
- Creative Problem Solving by driving innovative solutions
- Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
- Technical aptitude with a passion to learn
- Support experience is a plus
- Experience with Azure or other cloud technologies is a plus
- BA/BS Degree Communications or Computer Science is preferred or equivalent experience
- Available to work critical cases as needed on to be on a 24x7 basis and through an on-call model
Who you are:
- Passionate . About technology, customer support and the cloud
- Communicative . Ability to influence, strong interpersonal skills
- Doer . You get your hands dirty, you are ambitious and love going deep your craft
- Adaptable . Changes happens at lightning speed, you are flexible, enjoy challenge, and get behind new ideas
- Polished . Client-facing and concise, ability to lead cross-team collaboration and interface with people of all levels
