Support Engineer-Office 365
San Jose, San José, Costa Rica
hace 5 días

Senior Customer Service Support - Data Protection for Office 365

At Customer Service and Support at Microsoft, we engage in solving challenging and complex problems. We collaborate and share learnings with each other and innovate on solutions to enable our customers to make the most of Microsoft’s products.

Our team is geographically distributed; we speak many languages, and we come from a variety of cultural backgrounds. No two days are the same at Customer Service and Support.

We are rapidly expanding, and we are looking for talented people with growth mindset, a passion for solving complex issues and obsession for customer’s happiness.

Besides technical talent, we are also looking for professionals who can thrive under difficult and challenging circumstances, who love to get involved in tough situations and at the same time learn.

If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or colleague thanks you for your help, this may be the career opportunity for you.

Our culture is built around the below attributes that drive every decision and every action we take.

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers’ experiences easy, insightful and trusted.
  • Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true.
  • We are seeking people that think differently and are biased toward action to accomplish great things.

  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams, and encourage new hires to feel included.
  • One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
  • Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.
  • Role Description :

    The primary focus for this position is a commitment to delivering high-quality business results related to Data Protection scenarios such as global admin password resets, user account elevations, Multi-

    Factor Authentication - Access control and domain inquiries. Success is achieved through providing world class service and frontline support to Office 365 customers while protecting their data.

    Additionally, this position is responsible for quickly and accurately scoping complex and urgent issues for our customers that will often lead to escalation teams.

    This position is a key contributor to improving Office 365 support processes related to data protection. Key success metrics include rapid case resolution, process adherence, consistency across diverse customers and case scenarios and high Customer Satisfaction.

    The incumbent will be accountable for providing outstanding technical support experience to our customers.


    Qualifications and Experience

  • Exemplary Customer Support background and aptitude in handling enterprise and / or SMB customers.
  • 1 to 2 years of experience in customer support service
  • Technical proficiency and learning attitude towards Microsoft Office 365 technologies.
  • Handling high pressure and politically hot situations. Absolute commitment to customer obsession.
  • Ability to empathize with and prioritize customer needs.
  • Communication and interpersonal skills :

  • Ability to communicate correctly and clearly with business customers.
  • Very good documentation skills.
  • Good comprehension skills to clearly understand and give accurate solutions to our customers.
  • Exceptional interpersonal and communication skills - written and verbal.
  • Ability to think critically and deliver results under pressure, while adjusting demeanor and communication style to accommodate diverse customer base.
  • Ability to drive resolution of difficult problems by providing escalation teams with accurate and detailed case notes.
  • Confidence and willingness to make judgment calls when presented with comprehensive and complex data.
  • Ability to make timely, practical, and cost-effective escalation decisions.
  • Ability to respond effectively under stressful situations.
  • Proven self-starter with working knowledge of best operational practices.
  • Ability to portray professionalism and work well in a team environment.
  • Problem Solving skills :

  • Confidence and willingness to make judgment calls when presented with comprehensive or complex data.
  • Demonstrated self-assurance in working with customers to resolve challenging scenarios.
  • Organized and detail oriented.
  • Technical skills (not a must) :

  • Working knowledge on Office 365 portal.
  • Understanding of troubleshooting steps specifically related to account access control and ownership validation.
  • Demonstrated technical competence with cloud services.
  • Ability to troubleshoot non-technical inquiries.
  • Strong organizational, time management, project management, and negotiation skills.
  • Comfortable and efficient with cross group collaboration.
  • Working knowledge of MS Office and internet search engines.
  • Understanding of DNS and mail related DNS records
  • Understanding of PowerShell cmdlets
  • Good computer navigation and typing skills.
  • Shifts :

    We are a 24x7 team serving a global customer community and opportunities exist throughout day and night. Every effort will be made to align shift assignments with individual preferences.

    Actual shifts will vary according to business needs.

    Please note that shifts might change to address emerging business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

    This position will require you to work a rotational on-call schedule during holidays, evenings and weekends.

    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

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

    Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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