Escalation Engineer-Surface
2 months ago
Overview
Customer Experience & Success
• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
Escalation Engineers (EE) investigate and solve critical, complex, technical issues that are typically identified by colleague's customer engagements. Although some situations demand code analysis for advanced troubleshooting, much of the work performed by an EE will start as suspected bugs or unexpected behavior or behaviors that cannot be isolated. The EE frequently collaborates with Support and Product Group Engineers and, if a code defect is discovered, is responsible for driving the Product Group bug process. EEs regularly solve issues that are not only technically complex, but politically charged, requiring strong conflict resolution and communication skills to represent Microsoft to all stakeholders. The strengths of an EE are employing problem isolation techniques, product internals, and code knowledge to solve new problems.
In this role you will become world best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn.
Qualifications
Qualifications
Required Qualifications:
• 1+ year(s) experience in systems development, network operations, software support or I.T. consulting.
• 2+ years of Microsoft Product experience.
• Required Technical experience in the following:
• PC Hardware knowledge
• Windows OS
• TCP/IP and general networking skills
• Supply Chain Operations / Logistics
• Preferred Technical Expertise in the following:
• OS Imaging
• Windows Networking
• MDM
• English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)
Additional Preferred Skills/Knowledge:
• Excellent demonstrated customer service skills.
• Works well in a team environment.
• Analytical Troubleshooting - Problem Solving Skills Customer Service.
• Customer Focused Skills Technical Aptitude.
• Ability to learn & share knowledge.
• Good Communication Skills - Spoken and written English (including technical writing).
• Executive Presence
Responsibilities
You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
This specific role will be focused on delivering world class support for Microsoft’s first party devices. The team works in a dynamic environment shifting focus to support customer and business needs. Some examples of focus areas are new product readiness, frontline triage and support, tools and process improvement, and escalations. This team and role offer an opportunity to deliver best in class support both as an individual contributor and the ability to scale out best practices to improve Microsoft’s entire support organization.
Responsibilities
Core Responsibilities:
• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
• Deliver the “Perfect Every Time” experience is this current?
• Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
• Conducts in-depth analysis of problems, including leading triage meetings
• Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
• Demonstrates expertise in a specific solution, or several products, feature functions, or services
• Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
• Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting
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