Technical Support Manager

  • Full Time
  • USA


Job title: Technical Support Manager

Company: Microsoft

Job description: With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

As a Technical Support Manager 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

You will lead a team or group of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.

This role is flexible in that you can work up to 100% 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:

People Management
You lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people

Response and Resolution
You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.

Readiness
You ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering /product teams to fill document gaps regarding new and existing technology

Product/Process Improvement
You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements

Business Integration
You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience

Other

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Qualifications:

Required/Minimum Qualifications

  • 7+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience.
  • 3+ years experience of managing people.

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.

Preferred Qualifications

  • Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
  • Flexibility and ability to adapt to ambiguous and changing situations.
  • Ability to manage high pressure situations.

Technical Support Engineering M5 – The typical base pay range for this role across the U.S. is USD $101,200 – $194,800 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 $130,000 – $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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 .

#CES #CSS #DTP #DataAI

Expected salary: $101200 per year

Location: USA

Job date: Fri, 23 Feb 2024 01:48:37 GMT

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