Senior Technical Support Manager

2 days ago

Sydney, New South Wales, Australia Microsoft Full time
Job Title: Senior Technical Support Manager

Microsoft is seeking a highly skilled Senior Technical Support Manager to lead a team of support engineers in delivering exceptional customer experiences. As a key member of the Customer Service & Success organization, you will be responsible for managing the customer relationship, enabling your team to deliver a great customer experience, and driving Microsoft Product Improvement.

Key Responsibilities:

  • People Management: Lead a team of product experts in solving complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people.
  • Response and Resolution: Impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
  • Readiness: Ensure your team has the technical skills required to provide a great customer experience and collaborate with partner teams to fill readiness gaps regarding new and existing technology.
  • Product/Process Improvement: Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
  • Business Integration: Identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

About Microsoft:

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.

What We Offer:

  • A flexible work environment that allows you to work up to 50% from home.
  • A collaborative and inclusive culture that values diversity and creativity.
  • Opportunities for career growth and development in a dynamic and innovative company.

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