Responsibilities:

• You will be part of a team responsible for providing an outstanding technical support experience to our business customers.
• From problem identification to full resolution, you will own and manage the customer experience over the phone and Web.
• When needed, you will collaborate with others to engage subject matter experts, 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 or more areas and receive guidance and mentorship from your colleagues.

Core Responsibilities:

• Scope a customer’s issue by collecting the relevant facts and 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 and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.