Partner Technical Advisor - Billing & Subscription
San Jose, San José, Costa Rica
hace 2 días

Standard Title : Partner Technical Advisor

At ASMS 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 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 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
  • Role Description

  • The Partner Technical Advisor (PTA) is responsible for supporting our delivery partners, enhancing the technical readiness, timely resolution and developing the technical leads.
  • You will deliver unique value by leading engineers in terms of their technical capabilities, case management and customer wellness.
  • Your focus is to support Microsoft Azure in Enterprise environments.
  • As a Partner Technical Advisor, you will represent Microsoft in communications with our delivery partners 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.

    Key Responsibilities :

  • Proactive & reactive case review to help delivery partners grow on the technical, case wellness and troubleshooting skills as per globally established processes.
  • Provide consulting & resolution advice to delivery partners that will improve the customer experience.

  • Meet periodically with your assigned TL’s to ensure proper handling and disposition of issues.
  • Assist in customer escalations and help solve complex technical problems.
  • Review and provide gap analysis to assist with developing readiness plans for delivery partner teams based on skills gap analysis, product needs, etc.
  • Ensure delivery partner readiness and coordinate with Release Excellence on release management plans for delivery partners.
  • Provide actionable process or technical feedback derived from case reviews to Service Delivery managers, TL & Managers at delivery partners.
  • Take ownership of cases that meet political or HOT escalation guidelines.
  • Identify training needs and partner with ASMS Training team & delivery partners to fill training gaps. Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material.
  • Proven excellent oral and written communication skills including the ability to provide clear, concise feedback.
  • Strong organizational skills including the ability to monitor multiple communication channels, review reports, organize and conduct effective meetings.
  • Strong initiative and the ability to deal effectively with ambiguity. Ability to be creative and flexible in order to help change.
  • Drive implementation of improvement initiatives from CSS / ASMS - Drive awareness on opportunities for training, content, tools, process.
  • Qualifications

    Required Qualifications :

    5 + years prior product / customer support experience

    Language - Proficiency in the English language, written and spoken

    Knowledge and Skills

    Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Technical Support Pods

    Proficiency in Azure subscription management Quota management, Billing issues, Account & Portal issues.

    Customer service skills, team work, problem-solving skills, capacity to deal with difficult customers and ability to thrive in ambiguity

    Strong Communication Skills

    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.

    Preferred qualification :

    Bachelor’s degree in Computer Science, Engineering, Math, or equivalents experience

    Proven ability to lead people to achieve success

    Proven ability to work virtually.

    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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