Overview:
What you will do:
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� Review and Triage customer and partner escalations via multiple channels (Social, Chat, and Technical Support) and determine appropriate communication plan and customer resolution path
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� Partner across various cross-functional teams and key stakeholders to ensure team is providing optimal customer experience each and every time
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� Provide clear, concise communications for all Azure customers
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� Partner with Service Engineering teams to determine customer impact and provide rapid communications to customers on Live Site Incidents
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� Provide ongoing communication and status updates throughout duration of incident
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� Develop and share best practices and recommendations to improve efficiencies within the internal team
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� Identify root cause of escalations to drive long term resolutions
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� Contribute to the creation of future Microsoft support capabilities for the cloud
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What you will bring:
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� Excellent written and verbal communications skills are a must (all business communication are conducted in English)
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� Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status; and inspire confidence
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� Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking
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� Ability to influence people at all levels to drive resolution
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� Always look at problems with customer first solutions
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� High attention to detail, able to problem solve logically and think critically in mission critical situations
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� Passion for problem solving through the ability to self-learn, think critically, and have fun while doing it
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� Creative Problem Solving by driving innovative solutions
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� Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
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� Technical aptitude with a passion to learn
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� Support experience is a plus
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� Experience with Azure or other cloud technologies is a plus
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� BA/BS Degree Communications or Computer Science is preferred or equivalent experience
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� Available to work critical cases as needed on to be on a 24x7 basis and through an on-call model
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Who you are:
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� Passionate. About technology, customer support and the cloud
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� Communicative. Ability to influence, strong interpersonal skills
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� Doer. You get your hands dirty, you are ambitious and love going deep your craft
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� Adaptable. Changes happens at lightning speed, you are flexible, enjoy challenge, and get behind new ideas
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� Polished. Client-facing and concise, ability to lead cross-team collaboration and interface with people of all levels
