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 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 engineers with a run for the fire behavior people who thrive under difficult and challenging circumstances, who loves 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 attributes that drive our every decision, and our every action.
We are seeking people that think differently and are biased toward action to accomplish great things.
You will be accountable for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web.
When needed, you will transfer your cases to your colleagues or involve subject matter experts, or escalate to Engineering (Product Groups) or Management.
Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
You will be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues.
Every day you will have to make judgment calls regarding your case load, how to prioritize it, how to maximize your effectiveness, how to set time aside to learn about our new products and technologies and evolve as a professional.
You will also participate in various training sessions, and internal technical events as they become available.
Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners.
Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
Consult and collaborate with your immediate peers or colleagues around the world.
Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed.
Collaborate with management and engineering to resolve service issues.
Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
Document your technical work and research in detailed and comprehensive manner.
Prioritize your work to accomplish the most important and urgent requests first.
Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
Your ramp-up in this position will be much faster if you have :
You consider failure an opportunity to learn, so whatever happens you win.
solving skills and capacity to deal with ambiguity.
Finally, you should be able to handle high pressure situations well maintain calm and composure on stressful situations is a must.
You will just need to be able to demonstrate that to us.
Other qualifications and experience :
Location : San Jose, Costa Rica
Primary shifts Your shift can vary according to business needs. Examples - Monday to Friday, from 10 AM to 07 PM, or 09 AM to 06 PM depending upon 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.