Technical Support Advisory

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• 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 (Text Only)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 Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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