Premier Service Center Case Reviewer with Hebrew and English

It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.

Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.

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.

Find out more about Jobs at Microsoft Romania and apply.

Skills:
• Proven prioritization skills to manage effective communication across multiple customers and services while remaining an advocating for our customers.
• Be customer centric, understand the circumstances and desired outcome of any case to appropriately review and advocate for the appropriate action.
• Ability to take ambiguous or complex information and quickly understand the key points to construct a concise, effective case review that delivers clear information to all key stakeholders (customer, engineer & TAM)
• Ability to manage your time carefully and work under pressure on multiple different cases without compromising on quality
• Proven analytic problem solving skills and a logical approach to taking the most appropriate action.
• Strong written and verbal communication skills to enable you to articulate complex problems succinctly.
• Ability to communicate to both a technical and non-technical audience, ensuring both are clear on the current position of the issue.
• Be proactive and resourceful in pursuit of improving customer experience and the impact your input has on this
• Demonstrate accountability for issues on which you depend on others to resolve.
• Illustrate service delivery and customer impact though influence and a positive “can do” attitude.

Qualifications and Experience:
• Bachelor Degree or equivalent experience required
• Excellent written and oral Hebrew and English language skills
• Demonstrated experience and commitment to customer service and satisfaction
• Aptitude for IT and Technology
• A comprehensive understanding of specific Microsoft technologies
• Basic understanding of ITIL/Service Management processes

In return we will give you:
Training: On-going In-depth training with current and emerging products and technologies
Benefits: Life insurance, medical program, Sports benefits, Lunch vouchers
Compensation: Competitive salary package

Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!

Please note that your resume will be entered in our data base and may be used in further recruitment events.

1. Key Deliverables:
• weekly review of the progression and status of every reactive Premier Support case for a selected Premier customers located in Israel, prepare a short summary of the case status and update tools with health state and status information
• identify the issue described in the case communication notes, and prepare the next steps that should be taken in order to progress the case to closure
• Create and deliver weekly customer support case reporting

2. Operational Excellence
• Advocate and be customer centric when executing Case Management reviews to drive case progression
• Achieve high levels of Case Management Quality Review scores consistently on all cases.
• Utilize appropriate established escalation routes to facilitate the timely resolution of customer issues and ensuring escalations are communicated to the TAM effectively.
• Maintain high levels of data quality and case management excellence through the lifecycle of an issue.
• Utilize appropriate tools to ensure the service is delivered in a timely, relevant and accurate standard.
• Participate in team meetings, discussions and other activities as required in order to support the Israel Services Team.

3. Building Relationships
• Support engagement with the Israel Services teams, as well as the wider EMEA Services businesses.
• Share information and knowledge with the other Service Centre Hub team members, business owners, and the wider Premier community to work to reduce the number of reactive cases raised as well as reducing the time taken to resolve these cases.

4. Business Insights
• Identify issues that are systemic and report on key trends
• Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
• Work with the Israel Services Team to resolve any of escalations and complaints received regarding our services and to improve internal processes & policies.

5. People
• Ensure peers, partnering teams, groups or regional teams are in sync on key issues to ensure cross-regional collaboration.
• Promote teamwork and collaboration through a positive attitude and effective communication

6. Technology Insights
• Possess general technical expertise to quickly understand detailed case notes and provide a high-level review to all stakeholders
• Utilize technical expertise to provide focused, valuable and specific recommendations of proactive services to support our customers in improving their overall IT health following an incident

Microsoft Services mission is to empower every person and every organization on the planet to achieve more. In Microsoft Services Business Operations (SBO), our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Center, Data and BI, Role Excellence, Business Solutions & Tools, and Readiness for both the Enterprise Services and Customer Support and Services Business.

In alignment with the Services Transformation, the Services Business Operations (SBO) organization is taking steps to globalize Service Center and expand their scope to support Services Sales, Account Aligned, and Domain Aligned Delivery teams. Service Center reduces randomization and administrative tasks performed by field teams today by standardizing and centralizing delivery of these workloads, with the ultimate goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers.

Contract: Outsourced Employment Contract
Start date: ASAP
Location: Bucharest