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Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.
Responsibilities
Responsibilities
Core
Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
Provide skill-gap analysis & readiness plans for Delivery Partner (DP) teams
Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced “time to…” measures)
Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
Release Management and Deployment for DP (ensure it happens, don’t own directly)
Focus on the quality of engagement, working with the DP Quality team
Optional
Provide Frontline Operations Metrics Oversight
Participate in DP ROB (WBR/QBR/MBR)
Participate in Product Group Triages (coordinated with Eng. and Service TAs)
Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources
Participate in Technical & SME Interviews for New PTA Hires
Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Run Non-Top Box and Deviation Analysis (including Approval)
Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
Qualifications
Required Qualifications:
3+ years in a customer facing service role in any capacity
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)
Outstanding customer service and support skills
Excellent spoken and written communication skill
Preferred Qualifications
2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
Bilingual – preferred though not required: German, Spanish, French, Italian, Portuguese,
Technical Acumen
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence. Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below:
- Exchange Server or Exchange Online
- SharePoint Server or SharePoint Online
- OneDrive for Business
- Outlook Client Application
- Security and Compliance
- Data Analysis skills and strong knowledge of using Power BI
- Strong understanding of Microsoft’s cloud offerings
