Senior Technical Problem Solver

3 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time $91,900 - $126,970
Delivering Exceptional Customer Experiences

We empower customers to drive business value through distinctive customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Our goal is to consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered.

Customer Service & Support Overview

Within the Customer Experience and Success organization, we build trust and confidence for every person and organization through delivering a seamless support experience. We utilize Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, preventing future problems from occurring and achieving more from their Microsoft investment.

The Role

In the Customer Service & Support (CSS) team, we seek individuals with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues, acting as an advisor to the customer. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration, and research skills, and deepen your technical proficiency.

Responsibilities
  • Response and Resolution: You investigate and solve complex customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
  • Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching, and mentoring of others.
  • You enhance your technical and professional proficiency to enable you to resolve complex customer issues through training and readiness.
  • Product/Process Improvement: You engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

This role requires flexibility in working shifts based on operational demand. The working shift may vary depending on the business needs, including shift rotations. For example, Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.

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