Embedded Escalation Specialist

4 weeks ago


Bengaluru, Karnataka, India Microsoft Full time

About the Role

Microsoft is seeking a skilled Embedded Escalation Specialist to join our Customer Service & Support (CSS) team. As a key member of our Security, Compliance, Identity and Management (SCIM) organization, you will play a critical role in delivering a seamless support experience for our customers.

As an Embedded Escalation Specialist, you will own, investigate and solve complex customer technical issues, collaborating with internal teams and leveraging troubleshooting tools and practices. You will also lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

Responsibilities include:

  • Response and Resolution: Investigate and resolve complex customer technical issues, collaborating with internal teams and leveraging troubleshooting tools and practices.
  • Readiness: Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  • Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Benefits include industry-leading healthcare, educational resources, discounts on products and services, and opportunities to network and connect.

Requirements

Minimum requirements include:

  • 5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
  • BS in Computer Science or Engineering or 5 years equivalent industry experience.
  • Experience with C# and .NET, PowerShell, Web Services or similar development technologies in an academic or professional setting.
  • Overall 5+ experience with Message Protection, Compliance, and Microsoft Exchange Online.

Language Qualification: English Language: fluent in reading, writing and speaking.

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.



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