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 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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
Core (all people in this role perform these duties; depending on tenure some duties may be minimal
• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates
• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (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 with Stakeholders like Supportability Program Managers)
• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners
Optional (people in this role may perform these duties, can vary by line of business)
• 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 and 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
Language Qualification
English Language: confident in reading, writing and speaking. OR
Fluent in German, French, Italian and confident in reading, writing and speaking English.
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 TOEFL, TOEIC, Cambridge English Exams)
Preferred Qualifications:
• Strong communication & interpersonal skills working with all levels in/outside of the organization: customers, IT, support, execs, leaders
• Strong planning and project management skills
• 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: Spanish, French, German, 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 Online services and components
• Data Analysis skills and strong knowledge in Power BI usage
• MS-Teams services and components
• Office 365 identities and provisioning, Azure Active Directory
• Knowledge and understanding of Office 365 Subscription Admin roles
• Strong understanding of Microsoft’s cloud offerings
