With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

　　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 CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

　　In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

　　We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

　　This role is Microsoft onsite only.

　　Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

　　Responsibilities

　　Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Travel for periodic Supplier visits; when on-site, training and mentoring will be required for the Supplier Support Engineering teams.

　　Case Management (Delivery Excellence) – you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. Initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements.

　　Managing Collaborative Activities – Establishing and maintaining a strong technical relationship with the Supplier team and internal escalations teams. Mentor engineers, TLs & Team managers to be more effective collaborators (cross-team and cross-technologies/lines of business).

　　Supportability Activities – you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

　　Process Improvement – collaborate with stakeholder teams providing product and process feedback.

　　Metrics and Analytics - Track and analyzing partner support metrics, identifying areas for improvement and driving performance excellence. Have regular operational reviews with Suppliers to drive continued strong performance.

　　Qualifications

　　The ideal candidate should have more than 5 years of experience in M365 products and services.

　　Should have extensive product and troubleshooting knowledge in various areas such as migration with Office 365, identity synchronization, email flow, compliance management, and security concepts.

　　Experience in planning and deployment of Exchange Hybrid, and knowledge in Azure Active Directory conditional access.

　　Strong troubleshooting skills with Exchange Online, Outlook online and Identity online concepts are mandatory.

　　Having a certification in building enterprise scale solutions on Microsoft Exchange Online, Outlook Online and Identity management are added advantages.

　　Experience in Technical Delivery `and Supplier/Delivery Partner management.

　　Strong Analytical, planning and project management skills. Excellent communication and interpersonal skills with the ability to build and maintain relationships.

　　Customer centric, Deep customer empathy and ability to identify customer needs.

　　Creative and Innovative solution building attitude. Proven ability to effectively train and mentor others. Ability to develop and deliver training and create technical content.

　　Strong organizational skills include the ability to monitor multiple communication channels, review reports, organize and conduct effective meetings.

　　Should possess strong analytical and problem-solving skills. Passion for learning upcoming technologies and enthusiasm for leveraging Microsoft365 Copilot to enhance daily productivity, are important traits for this role.

　　Ability to work in ambiguous situations.

　　Excellent written and verbal communication skills.

　　Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .