M365 Outlook Technical Advisor (CS)

Employer: Microsoft
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Timisoara
  • Updated at: 15.02.2019
    Short company description

    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 and apply.

    Requirements

    This position is a contingent staff position and employed by an external agency in service for Microsoft.

    Are you a interested in joining Microsoft´s fastest growing business ever ? Would you like to continue to grow or start building your technical skills in Microsoft 365, working with a big remote and passionate team to serve our customers while being the bridge between our customers and the Engineering Teams and The Product Group ? Are you passionate in innovating in how we as a company deliver support and improve our support systems and also Office 365 products?

    Does the challenge of contributing to the Microsoft New Era success thrills you? If the answer is yes, then EMEA Microsoft 365 Support has an immediate opening for you.

    Responsibilities:

    Knowledge and experince with Outlook versions.
    Problem solving and troubleshooting skills at the System Engineer level.
    Customer service, strong communication and mentoring/training delivery skills.
    Excited about providing exceptional customer service in politically charged environments.
    Cross site and countries collaboration skills.
    Hungry to learn and ramp up on Microsoft 365 technologies.
    Excited to be able to apply technology to improve existing products and systems at customers and for internal use.
    Will to actively participate in team support by proposing and implementing solutions. Ability to think “out of the box” and innovate.
    Familiarity with Microsoft 365 service is a big plus but not fully mandatory.
    Language Requirements: English is our common language.

    Responsibilities

    Ensuring we meet or exceed Microsoft 365 Customer’s support service quality in the most cost-efficient manner.
    Guide the assigned teams to ensure progress on deliverables, consistency in approach, share best practices, and collaborate on quality initiatives to enhance service delivery.
    Identify and drive technical improvements to the services or processes that will materially improve the quality of the services, decrease costs associated with delivering them, or will otherwise improve the services from a technical and/or business perspective.
    Build successful partnerships with the suppliers that deliver Front Line Support and Microsoft Escalation teams acting as a bridge.
    Drive customer insights to be channeled to the Serviceability/supportability teams and Microsoft 365 Product Group.
    Work in making our Microsoft 365 troubleshooting tools better.
    Work closely with Escalations Services and readiness teams to build the future best in class deliverables (Trainings, Whitepapers, Webcasts, Community Posts).
    Work and Lead the respective Virtual Support Teams (PODs) within the new and modern world of support delivery to drive fast incidence resolution and high customer satisfaction rates.
    Drive customer facing and proactive workshops to educate customers on the tools and troubleshooting techniques ,where possible.
    The candidates are expected to thrive on a fast pace, excellent team worker, be able to work with ambiguity and a virtual EMEA team.
    Microsoft 365 being a fast-evolving service, the candidate will also need to be flexible and ready to adapt her/ his R&R to be aligned with business needs.