In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we 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 passion for solving complex issues and an obsession for customer happiness.
Our culture is built around 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 drive to make our customers experiences easy, insightful and trusted.
Growth 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 all to feel included.
One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
About the Role
Technical Advisors (TA) are responsible for ensuring the development of Support Engineers' (SE) technical capabilities. The role partners with Support Engineering Managers to formulate SE development plans and ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way.
They deliver unique value by utilizing their technical knowledge to ensure ramp up and readiness of the Support Engineers to assist customers with issues.
Obsess about & know our customers & partners
Deliver the Perfect Every Time experience
Provides technical coaching and mentoring to Support Engineering teams
Seeks information about the underlying needs of customers
Allocates and aligns resources to optimize the customer experience
Develops and communicates realistic outcomes
Demonstrates expertise in a specific solution, or several products, feature functions, or services
Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
Technical Leadership 15%
Lead the transformation
Consistently apply lessons learned : , model personal accountability & teamwork
Understands customer / partner requirements, and can map the adoption and optimization of Microsoft technology solutions accordingly
Demonstrated Self Learner
Delivery Optimization 5%
Own & optimize your delivery
Collaborate & actively participate in the end-to-end delivery vision
Modifies existing intellectual property (IP) or, where applicable, creates new content
Business Enablement 5%
Support & drive growth, consumption & revenue
Seeks opportunities to drive Services business results by collaborating with multiple team members.
Identifies opportunities to articulate business value and grow customer / partner relationships in alignment with Services business priorities and stakeholder management principles
Provides and drives actionable feedback across groups about the customer / partner experience and competitor threats
Experiences Required : Education, Key Experiences, Skills and Knowledge :
Impact and Influence
Analytical Problem Solving
Building Customer / Partner Relationships
Product & Technology Expertise
Years Experience : 3+ in systems development, network ops. software support., I.T. consulting or technical troubleshooting.
Bachelor’s Degree (B.S. / B.A.) in Computer Science, Electrical Engineering or equivalent
Other qualifications and experience :
Degree in Computer Science, or equivalent in work experience. 3 to 5 years of prior product / customer support experience.
Language Skills - Proficiency in the English language , written and spoken.
Customer service skills, team work, problem-solving skills, capacity to deal with difficult situations and ability to thrive in ambiguity.
Proven ability to work virtually.
Strong Communication Skills proficiency in spoken and written English (including technical writing).
Proven ability to lead customers to achieve success.
Technical knowledge in SQL Server 2008, 2012, 2016
Knowledge on performance tuning and database design
Knowledge in capacity planning and sizing SQL Server environments
Knowledge in high availability configurations with failover clustering.
Advanced troubleshooting techniques.
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.