Senior Technical Support Manager

2 weeks ago

Sydney, New South Wales, Australia Microsoft Full time

Overview

At Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a Senior Technical Support Manager, you'll play a critical role in delivering a seamless support experience for our customers.

Within our Customer Service & Support organization, we leverage Microsoft's AI technology to help consumers, businesses, partners, and more resolve their issues quickly and securely. As a leader in this space, you'll manage a team of support engineering roles with deep product knowledge, enabling them to deliver a great customer experience and drive Microsoft Product Improvement.

This role offers flexibility, with the option to work up to 50% from home. You'll have the opportunity to accelerate your career growth, hone your customer relationship management skills, and develop deep technology industry knowledge.

Responsibilities

  • People Management: Lead a team of product experts, 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.
  • Readiness: Ensure your team has the technical skills required to provide a great customer experience and collaborate with partner teams to fill readiness gaps.
  • 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.

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