Partner Technical Advisor
Microsoft
San Jose, San José, Costa Rica
hace 9 días

San Jose, San José, Costa Rica

No two days are the same in 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 products.

Our team is geographically distributed; we speak many languages, and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a growth mindset, a passion for solving complex issues and obsession to customer happiness.

Besides technical talent, we also look for Technical Advisors with a run for the fire behavior - people who thrive under difficult and challenging circumstances, who love to get involved in difficult 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 peer thank you for your help, this may be THE career opportunity for you.

Our culture is built around 5 attributes that drive our every decision, and our every action.

  • Customer Obsession- we exist for and because of the customer. We need people who share that passion and constant drive to make our customers experiences easy, insightful and trusted -
  • every single time without exception.

  • 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
  • The Partner Technical Advisor (TA) is responsible for ensuring the technical readiness and maintaining the technical wellness of the support engineering staff at different Microsoft supplier sites.

    You will deliver unique value by leading engineers in terms of their technical capabilities, case management and customer wellness.

    Culture

    Your focus is to support Microsoft Azure in Enterprise environments.

    We’re working together to build strong communities inside and outside the workplace.

    As a Technical Advisor, you will represent Microsoft in communications with suppliers via phone, email, or web to assist customers in resolving technical issues involving Microsoft products and services.

    You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success.

    Responsibilities

    Microsoft sees the whole person and looks to support your well-being on every level.

  • Work to understand the customer engagement process and with engineer directly to gather inputs on symptoms.
  • Provide consulting, resolution advice to supplier that will improve the customer experience. Offer technical guidance to others and share technical expertise.
  • Diversity and inclusion

  • Ensure on-the-ground supplier engineer support related to resolution of customers technical issues.
  • We value individuality. The experiences that have shaped your world view can help us shape ours.

  • Assist in customer escalations and help solve complex technical problems.
  • Proactively perform case reviews and customer wellness. Recommend case escalation as appropriate and per established guidelines.
  • Monitor and evaluate supplier performance and technical readiness, and evaluate and drive improvement in supplier support engineer quality.
  • Review and provide gap analysis on proposed supplier support engineer experience. Assist with developing training plans for supplier support engineers based on skills gap analysis, product needs, etc.
  • Ensure supplier readiness and coordinate with Release Excellence on release management plans for suppliers.
  • Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material.
  • Drive implementation of improvement initiatives from the Delivery Excellence team. - Drive awareness on opportunities for training, content, tools, process.
  • Qualifications

    Bachelor’s degree in Computer Science, Engineering, Math, or equivalent experience. 5 + years prior product / customer support experience.

    Proficiency in the English language, written and spoken.

  • Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Technical Support Pods
  • Customer service skills, team work, problem-solving skills, capacity to deal with difficult customers and ability to thrive in ambiguity
  • Proven ability to work virtually.
  • Strong Communication Skills
  • Proven ability to lead people to achieve success
  • This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.

    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.

    Inscribirse
    Añadir a los favoritos
    Eliminar de mis favoritos
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", acepto que neuvoo recolecte y procese mis datos de conformidad con lo establecido en su Política de privacidad . Tengo derecho a darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación