Responsibilities

The Partner Technical Advisor (PTA) is responsible for ensuring the technical readiness and maintaining the technical wellness of the support engineering staff at different Microsoft supplier sites. You will deliver unique value by leading engineers in terms of their technical capabilities, case management and customer wellness.  Your focus is to support PowerBI in Enterprise environments.

As a Partner Technical Advisor, you will represent Microsoft in communications with suppliers 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.

Responsibilities

• Work to understand the customer engagement process and with engineer directly to gather inputs on symptoms.
• Provide consulting, resolution advice to supplier that will improve the customer experience. Offer technical guidance to others and share technical expertise on PowerBI related issues.
• Active PG Engagement to assist Suppliers on ICM and Known issues.
• Ensure on-the-ground supplier engineer support related to resolution of customers technical issues.
• Assist in customer escalations and help solve complex technical problems.
• Proactively perform case reviews and customer wellness. Recommend case escalation as appropriate and per established guidelines.
• Monitor and evaluate supplier performance and technical readiness and evaluate and drive improvement in supplier support engineer quality.
• Review and provide gap analysis on proposed supplier support engineer experience. Assist with developing training plans for supplier support engineers based on skills gap analysis, product needs, etc.
• Ensure supplier readiness and coordinate with Release Excellence on release management plans for suppliers.
• Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material.
• Drive implementation of improvement initiatives from the Delivery Excellence team. - Drive awareness on opportunities for training, content, tools, process. 

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent experience. 
• 4 + years prior product/customer support experience.
• Proficiency in the English language, written and spoken.

Knowledge and Skills

• Technical proficiency in and learning attitude toward PowerBI.
• Excellent customer service skills, teamwork, problem-solving skills, capacity to deal with difficult customers and ability to thrive in ambiguity.
• Candidate should be self-driven.
• Proven ability to work virtually.  
• Excellent written and verbal communication Skills
• Proven ability to lead people to achieve success

Please note that shifts might change according to 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.