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With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.
Responsibilities
Core (all people in this role perform these duties; depending on tenure some duties may be minimal
Optional (people in this role may perform these duties, can vary by line of business)
Qualifications
Required Qualifications:
Working knowledge of the Search advertising industry and/or experience working with contact centers
Preferred Qualifications:
Online Advertising industry knowledge, including key players, and technologies
Bing Ads or Google Ads accreditation and understanding of the online advertising industry
Work experience in or with contact centers, with a distinctive record of achievement and impact
Results oriented with focus on the following areas: operations program management, support delivery, supplier management and performance improvement
Knowledge or experience in the application of continuous improvement programs
Unrelenting focus on driving results
Proven track record as a consistent top performer
Experience of forging strong and positive relationships across organizations and levels
Consistent history of successfully leading complex, cross-organizational initiatives
Experience of simultaneously managing multiple work streams with great attention to detail
Experience in working effectively within complex and ambiguous environments
Immense passion for the end to end customer experience
Strong verbal, written and presentation skills
Demonstrated cross-group collaboration across multiple groups
Passion for driving product, workflow, content and policy enhancements that benefit consumers
Demonstrate ability to remain calm and professional during situations of high sensitivity and urgency
We welcome applications from all potential & passionate professionals who really want to pursue their career with customer interaction in the world of Microsoft Advertising.
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.