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 share knowledge with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our culture is built around attributes that drive our every decision and our every action:
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.
One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
Responsibilities
Partner Technical Advisors (PTAs) is responsible for ensuring the technical readiness and maintaining the technical wellness of the support engineering staff at different Microsoft supplier site. You will deliver unique value by leading engineers in terms of their technical capabilities, case management and customer wellness. Your focus is to support Azure Monitor.
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.
Core Responsibilities:
• PTAs must model the Microsoft Culture within the team, supporting a great work environment, promoting the right behaviors, delivering timely feedback and focusing on a great engineer and customer experience
• Drive regular case triage meetings to share knowledge with other engineers and develop efficient customer solutions
• Be ready to act as technical and customer escalation points to unblock critical situations and drive cases to resolution
• Report software bugs and be an advocate for product improvement using customer suggestions.
• Monitor and evaluate supplier performance and technical readiness and evaluate and drive improvement in supplier support engineering quality.
• Consult and collaborate with peers or colleagues around the world, with management and engineering teams to resolve service issues.
• Assist with developing training plans for supplier support engineers based on skills gap analysis, product needs, etc.
• Partner with SDMs (Service Delivery Managers) and management team to enable supplier team to deliver an excellent customer experience
• Contributes to PTA and engineer communities through knowledge sharing
• Maintain a proactive approach to identify customer satisfaction concerns and managing customer expectations
Qualifications
Required Qualifications
• At least 3 years experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment
• At least 3 years experience with systems administration, network administration, IT administration, systems development, network operations, software support, IT consulting or related.
• At least 1 year experience managing or mentoring individual contributors
Preferred Qualification:
• B.S. degree in C.S. or E.E. is preferred
• Proven ability to lead people to achieve success
• Familiarity with Azure and/or compete cloud products
• Experience with Azure Monitor,Azure Automation, Azure Log Analytics
• Experience with Microsoft® Windows operating systems both current and legacy (preferred) and System Center Suite
• Familiar with Hyper-V / Vmware Virtualization, Windows & Linux Server
• Knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS.
• Exposure to working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows Server or Competitive Cloud Solutions
• Strong customer service, communication, problem-solving and interpersonal skills
• Flexible and supportive team player.
• Self-motivation and an ability to use initiative
• Self-motivated and directed.
• Detail oriented
• Ability to manage high pressure situations.
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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