Technical Support Engineer

Microsoft is on a mission to empower every person and every organization on the planet to achieve more.
Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world.
You can help us to achieve our mission.
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.
**Responsibilities**:

- Responsible for the customer support experience with Microsoft.
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g.
swarming).
- Identify cases that require escalation (either technically or strategically).
- Create and maintain incident management requests to product group or engineering group.
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience.
- Provide ramp activities, knowledge sharing, technical coaching and mentoring.
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.
**Qualifications**:

- Strong active listening skills.
- Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer's expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly.
- Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer.
- Ability to adapt and flex style according to customer personality, culture, and profile (i.e.
customers' new to technology and experienced pros alike).
- Efficiently respond to a dynamic online environment.
- Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer.
- Confidence and competence to stay on task in a demanding fast-paced environment.
- 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.
Language Qualification
- English Language: fluent in reading, writing and speaking.
- Spanish/Portuguese are desirable.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.