This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
Are you interested in the cloud business? The Partner Center is strategic to Microsoft enabling partners to deploy, configure and trasact that will help customers in growing thier business. Partner center is the centre of all the transactions between Microsoft and the customers. It provides flexibility to leverage the portal immediately and then programmatically integrate over time to automate sales, billing, support, subscriptions and management systems.
Responsibilities
- Support delivery, working with customers to resolve, technical customer issues on the Partner Center Platform.
- Focus on determining technical support Pain areas that she/he would see while working with Customers and Provide feedback and details to Technical Advisors and PG teams.
- The Support Engineer is a critical role in the implementation of Partner Center/API support capabilities which includes working with the PG and Supportability PMs to implement asks.
- Identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness.
- Develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
- Achieve the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors.
- Maintain technical skills through completion of ongoing readiness and Platform training.
- Participate in the creation of future Microsoft support capabilities for the cloud.
Qualifications
- Full Professional Proficiency of English and Italian language both verbal and written.
- Degree in Computer Science or Electrical Engineering and a minimum of four years product support experience or the equivalent in work experience.
- Strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
- Strong customer service focus, excel at problem solving.
- Experience in programming (good to have, not mandatory), any product in O365 suite, and a good understanding of APIs.
- Flexibility to learn new technologies to help maintain business efficiency in the team.
SOFT SKILLS
- Leadership - handle technically challenging and politically sensitive customer situations.
- Strong communications skills.
- Excellent spoken and written English communication skills.
- Effective, polished interaction with customer to gather information quickly: explain customer responsibilities in resolving issues, communicate next steps and status and inspire confidence.
- Cross-team collaboration.
- Logical and Critical thinking.
- Passion for technology and customer support.
TECHNICAL SKILLS
The position is to support partner center/API team using languages like CREST, JSON & RESTAPI and tools like Fiddler, POSTMAN & Visual Studio. It is expected to have an understanding on subscriptions, entitlements, profiles, orders etc. with an overall technical understating of O365 suite with any on programming languages like .Net or Visual Studio or Programing in SPO, Azure etc.
- Demonstrable troubleshooting skills.
- Understanding of cloud vs. on premise computing.
- Familiarity with fundamentals of cloud computing.
