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. 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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마이크로소프트(Microsoft) - Senior Support Escalation Manager