마이크로소프트(Microsoft) - Senior Support Escalation Manager

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. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues.

주요 업무

• Handle customer/partner escalations that come through various internal channels
• Manage direct customer interaction to identify and resolve issues related to Microsoft technology and services
• Ensure escalated issues are resolved within established guidelines and policies
• Deal with highly sensitive customers and complex situations
• Represent Microsoft by providing world class service and displaying core principles in all work
• Demonstrate empathy, passion, integrity, and investigative problem-solving in all customer interactions

자격요건

• Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience; OR Bachelor's Degree AND 4+ years; OR 7+ years of relevant experience
• 3+ years of customer service, technology industry, or related experience
• Business English written and fluent verbal communication skills (C1 level per CEFR, e.g., IELTS 8 or CET 6 or above)
• Korean language proficiency (written and spoken) is a must
• Excellent judgment, decision-making skills, and ability to work under continual deadline pressure
• Ability to identify short-term mitigation and propose options for longer-term resolution
• Ability to manage and work within ambiguity to reach a successful outcome
• Ability to influence and build relationships in an international environment
• Collaborative team player with strong stakeholder management skills
• Strong prioritization, time management, and multi-tasking skills
• Must pass Microsoft Cloud Background Check upon hire and every two years thereafter

우대사항

• Certifications relevant to Microsoft products

복지 및 혜택

• Hybrid work arrangement (3 days/week in-office)
• Less than 25% travel required
• Career growth opportunities within the CE&S organization
• Inclusive work culture based on respect, integrity, and accountability

지원 방법

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