Support Escalation Engineer for Office with German

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In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.

If shaping a better, more exciting future is what motivates you, you’ll be in good company.

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- Adaptability;
- Collaboration;
- Customer Focus;
- Drive for Results;
- Influencing for Impact;
- Judgment;
- Creative Problem Solving;
- Pioneering;

The mission is to solve customers’ problems in the quickest possible way by putting them at the center of everything we do. Working within the Office Escalation Services team in Global Business Support (GBS) you would be working on the most complex issues supporting customers using our Office products and technologies.

The role involves providing customers with reliable technical solutions and a consistently outstanding service experience.

The workgroup is expected to establish trusted advisor status with the Office product group, influencing product quality, the development and marketing of features and products.

You will work on the most complex reactive support issues and also on the most critical issues, both from an impact and a time critical perspective. You are going to work on proactive cases such as advisories and supportability reviews, creating documents for both internal use and for our customers alike. The job includes delivering technical training, onsite support as needed as well as creating and delivering content for internal and customer events.

Working in an EMEA team collaboration with peers around the globe is a must along with coaching and mentoring others in order to provide highest quality solutions for our customers.

You will be relied on as a proven thought leader and resource to collaborate on strategic business decision perspectives with customers and partners.

Your role also requires you to be active in scrutinizing existing processes and workflows to suggest improvements on these along with driving business improvement projects on EMEA and global levels

Reactive Support
• Act as a trusted advisor to handle issues that are politically charged because of technical complexity or financial importance. Solve technical issues of highest complexity involving Microsoft Office and Office 365.
• Work at customer sites throughout EMEA as requested for either reactive or proactive work.
• Demonstrate the ability to handle any support issue that arises, utilizing companywide resources where appropriate to assist. Apply intellectual insight to solve complex issues. Recognize when to escalate or involve other groups.
• Manage hot site issues self-contained by setting customer expectations, devising action plans and communicating to relevant at customers and Microsoft.
• Independently handle management escalations of technical nature and politically loaded situations within our customers’ organization and Microsoft.
• Use source code and sophisticated debugging tools to analyze problems and develop solutions to meet customer needs.
• Perform trend analysis within a specialty area to improve global effectiveness.
• Take over 24x7 duty during nights or week-ends.
• Review diagnostic processes and collaborate to design complete systems that simplify tools automation and eliminate systematic diagnostic issues.
Proactive Support
• Preparation and delivery of proactive support services (Supportability Reviews, customer workshops, Expert Roundtables).
• Develop and deliver technical training/workshops on specialty area(s) for customers and partners.
• Create and deliver content at customer and Microsoft events, represent Microsoft.
Collaboration
• Provide high quality mentoring and coaching to assist Support Engineering across EMEA and/or globally.
• Collaborate with peers worldwide to provide technical assistance.
• Maintain relationships with Microsoft Product Managers by providing feedback on product requirements and driving Microsoft product feature and functionality requests on behalf of customers.
• Become a trusted advisor to the Office product group, to influence the development and marketing of features and products
• Identify and analyze top support issues, case coding, and voice of the customer feedback, and convey data to help drive product improvements.
Readiness
• Keep up to date on new Microsoft technologies relevant to customer needs and drive readiness efforts.
• Contribute to external content and readiness strategies for customers and partners.
• Develop and deliver GBS-wide technical trainings/workshops on specialty area.