마이크로소프트(Microsoft) - Senior Support Escalation Manager
마이크로소프트(Microsoft)·서울특별시 종로구 종로1길 50 (더케이트윈타워 A동 11-16층)·정규직·경력 5년 이상
🔥합격보상지원자, 추천인 각 현금 50만원
회사명
마이크로소프트(Microsoft)
포지션
Senior Support Escalation Manager
근무지
서울특별시 종로구 종로1길 50 (더케이트윈타워 A동 11-16층)
고용형태
정규직
경력
5년 이상
회사 소개
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
주요 업무
Collaborates with engineering teams and/or operations teams to identify the right resource and acts as a subject matter expert on written protocol to ensure the right groups are engaged to resolve customer issues
Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers
Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts
Mentors other Support Escalation team members on how to handle moderate to highly complex cases
Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on complex issues
Manages customer and field expectations around issue response and represents the company independently
Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues
Acts as a key player when supporting inter-regional, cross-regional, cross-group, or ATU initiatives by gathering feedback and identifying resources to improve the customer support experience
Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups
Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience
Provides status updates to customers and internal stakeholders through various channels of communication regarding issues
Identifies systematic issues and process breakdown and participates in projects or workgroups to improve systematic issues and internal processes
Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution
Identifies patterns in customer issues and supports the delivery of strategies to resolve them
자격요건
Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
OR 7+ years technology industry, customer service, or related experience
OR equivalent experience
우대사항
8+ years of technology industry, customer service, or related experience
OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
OR Master's Degree in technology, business, or related field AND 5+ years of technology industry, customer service, or related experience
Experience working with Microsoft products and services
