Senior Support Escalation Manager

4 days ago


Sydney, New South Wales, Australia Microsoft Full time
Job Summary

As a Senior Support Escalation Manager at Microsoft, you will be responsible for managing escalated customer and partner issues, acting as a primary contact to understand issues and improve the experiences of account-aligned customers independently. You will maintain and develop relationships with various internal and external teams to resolve customer issues, mentor others on Support Escalation Management team, and act as a key member of projects to drive key strategic initiatives.

Key Responsibilities

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently.
Maintains and develops relationships with various internal and external teams to resolve customer issues.
Mentors others on Support Escalation Management team.
Acts as a key member of projects to drive key strategic initiatives.

Requirements

Strong problem-solving, collaboration, and orchestration skills.
Ability to translate technical solutions into business language.
Experience in customer service and support, preferably in a technical environment.
Strong communication and interpersonal skills.

What We Offer

Opportunity to accelerate your career growth and hone your problem-solving, collaboration, and orchestration skills.
Flexible work arrangement, up to 50% from home.
Collaborative and inclusive work environment.
Opportunity to work with a global team and contribute to the success of Microsoft's Customer Experience & Success organization.

About Microsoft

Microsoft's mission is to empower every person and every organization on the planet to achieve more. 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.

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