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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.
Required Qualifications :
2 years of technical support experience and troubleshooting acumen
1 year of experience in Customer Service environments, case handling and documentation, and familiar with incident and problem management.
High proficiency levels in the following competencies :
Ability to enhance the technical expertise of peers via product training, mentoring and team content development.
Excellent oral and written communication skills in English including the ability to formulate issues and recommendations clearly and communicate them plainly and directly with stakeholders at all levels.
Analytical problem solving
Building customer / partner relationships
Cross-boundary collaboration especially in virtual team and global environments
Project and time management
Candidates are expected to to pull together teams of diverse individuals, successfully influence others, and be a result driven self-starter.
Work effectively under a deadline and in a multiple demand environment is required.
Technical Skills :
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with discipline and persistence.
Also helpful is a strong technical background, experience, good understanding of how the technology works and great troubleshooting skills.
General Windows Operating system core features and troubleshooting.
Windows 2012, 2016, 2019 and Windows 7 / 10 Clients.
Working knowledge of Active Directory Infrastructure.
Strong Knowledge in Networking (TCP / IP).
Understanding, Configuration and Troubleshooting technologies : DNS, DHCP, DFS, SMB / CIFS, VPN, Wireless, Hyper-V Networking.
Hands-on experience and advanced knowledge of using following tools and also analyzing Data collected using the below :
Microsoft Network Monitor / Wireshark
Preferred Qualifications :
MCSE certification would be an added advantage.
Previous partner / vendor service delivery experience.
Bachelor’s degree or above required Technical Expertise on Microsoft Platform Server products / Sharepoint Server products / Sharepoint Online Service.
Expertise in other Windows technologies such as User Experience, Directory Services, Performance, High Availability, etc.
Use of Powershell commands and scripting.
Language Qualifications :
English / Spanish Language : fluent in reading, writing, and speaking.
Fluent in Portuguese would be a strong advantage.
Please note that working hours might change according to business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.
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.