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.
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.
Core Responsibilities :
PTAs must role model the Microsoft Culture within the team, supporting a healthy work environment, promoting right behaviors, delivering timely feedback, and focusing on a connected engineer and customer experience.
Help create a diverse and inclusive culture where everyone can bring their full and authentic self, where all voices are heard and respected.
Partner with SDMs and management to enable the supplier team to deliver a connected customer experience.
Contribute to ensure that delivery excellence standards trend in positive direction.
Develop engineer capability to solve problems without needing to escalate.
Help to reduce supplier’s time to competency.
Contribute to engineer enablement and to accelerate time to solution.
Contribute to customer self-help and volume deflection initiatives.
Contributes to PTA and engineer communities through knowledge sharing.
Supports supplier's adherence to Delivery Design and Execution (DDX), to ensure a consistent deliver of industry-leading customer experiences.
Consult and collaborate with colleagues, management, and engineering teams globally to help resolve service issues.
Act internally as a customer advocate.
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
Advise customers on how to gain additional value from their Microsoft products.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Required Qualifications :
English Language : fluent in reading, writing, and speaking.
2+ years in a customer facing service role in any capacity
2+ years of experience in technical topics related with core OS and more specifically in the topics handled in the Directory Services POD (DS) :
General Windows Operating system core features and troubleshooting
Windows Server 2008 (R2), Windows Server 2012(R2), Windows Server 2016, Windows Server 2019.
Active Directory Services (including ADS, FSMO Roles, DNS Zones, Replications, Trusts etc.)
Ability to troubleshooting complex scenarios within Active Directory, Replication, Performance, Disaster Recovery, Security, DFSR, FRS, ADMT, ADLDS, Windows Time, User Profiles.
Group Policy : design, implementation, configuration, management, troubleshooting.
Experience supporting, training / coaching, consulting, or architecting IT technology.
Background in escalation level or equivalent engineering.
Passion for developing people with strong mentoring and coaching skills.
Demonstrated aptitude for providing exceptional customer service in politically charged environments.
Strong cross team collaboration skills.
Ability to enhance the technical expertise of peers via product training, mentoring and team content development.
Preferred Qualifications :
If English is not native language, proficiency test results are a plus TOEFL, TOEIC, Cambridge English Exams)
Certification(s) on Identity with Windows 2012 R2 / 2016 Windows Operating system would be an added advantage.
Bachelor degree in Computer Science or similar, or equivalent experience in IT.
We are looking for candidates who have a growth mindset, passion for customers and quality results, strong technical knowledge in Windows, troubleshooting skills and demonstrable experience.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.