Support Escalation Management

## About the role Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the 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. ## Communication Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them. 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. Communicates and influences internally to drive faster issue resolution. ## Customer Resolution Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience. Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues. Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience. Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives. Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. ## Process Improvement Identifies systematic issues and process breakdown and participates in a project or workgroup 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. ## Vendor Relationships Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. ## Other Embody our culture and values ## Requirements Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. - 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. - This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. - Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals) - Prior Incident and escalation management experience - Proficient in C-level stakeholder management