Technical Support Advisory

With more than 45 000 employees and partners worldwide the Customer Experience and Success CE S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft s products and services ignited by our people and culture We drive cross-company alignment and execution ensuring that we consistently exceed customers expectations in every interaction whether in-product digital or human-centered CE S is responsible for all up services across the company including consulting customer success and support across Microsoft s portfolio of solutions and products Join CE S and help us accelerate AI transformation for our customers and the world 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 are powered by Microsoft s AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment We are looking for candidates with experience in Customer Support Leadership and a Project Management experience or a Quality Manager with expertise in COPC and other quality standards to oversee and enhance our quality assurance processes The ideal candidate will have a strong background in performance management process improvement and compliance within a customer-centric environment We are looking for an individual who is a service delivery focused subject matter expert You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance You will provide in-depth technical subject matter expertise for one or more products services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes Your primary accountability is to the support staff and managers on the teams you work with This opportunity enables and promotes career growth as a recognized technical SME You will also be specially tasked for enhancing quality standards 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 Team Readiness Development You will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps Case Management Delivery Excellence You will perform case reviews to ensure process compliance Managing Collaborative Activities Mentor engineers on effective collaboration cross-team and cross-technologies lines of business and quality case handling standards Supportability Activities You will contribute to customer self-help and volume deflection initiatives Process Improvement You analyze trends e g case types volumes and collaborate with stakeholder teams to provide product and process improvement feedback and a special assignment for the Quality Key Responsibilities - Lead the implementation and adherence to COPC Six Sigma or other quality frameworks - Develop and execute quality assurance strategies to improve operational efficiency and customer satisfaction - Conduct audits gap analysis and performance assessments to ensure compliance with industry standards - Collaborate with cross-functional teams to drive continuous improvement initiatives - Provide training and mentorship to quality analysts and operational teams - Analyze data-driven insights to identify trends and recommend process enhancements - Ensure compliance with regulatory requirements and company policies - Ability to drive process optimization and operational excellence Qualifications Required Qualifications 4 years in system development network operations software support IT consulting or technical troubleshooting experience o OR Bachelor s degree in Information Technology IT Computer Science Business Administration Electrical Engineering or Business Leadership AND 3 years in system development network operations software support IT consulting or technical troubleshooting experience 3 years of prior product customer support and or technical support experience OR equivalent experience Language Qualification English Language fluent in reading writing and speaking Preferred Qualifications Qualifications Skills - 5 years of experience in quality assurance preferably in a BPO or customer service environment - Strong knowledge of COPC Six Sigma ISO 9001 Lean methodologies - Excellent analytical problem-solving and leadership skills - Proficiency in data analysis tools Excel Power BI etc 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 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