FastTrack Engineer

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Employer: Microsoft
Domain:
  • Customer Support - Client Service
  • Engineering
  • IT Software
  • Job type: full-time
    Job level: > 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.09.2017
    Short company description

    The Microsoft Customer Service and Support located in Bucharest and Timisoara provides technical service and support for Microsoft's European Enterprise and Developer customers. The centre is part of the company's global support operation and is staffed by highly skilled technical specialists in enterprise platform, business and developer applications.

    Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realise their full potential. The centre is part of Microsoft's Romanian operation, which was established in 1996. Microsoft supports millions of customers globally on the strength of its network of customer service and technical support centres in markets throughout the Americas, Europe and Asia.

    Requirements

    Successful Candidate Competencies:

    • Superior, proven problem solving ability ranging from conceptualization to implementation as well as strong troubleshooting skills
    • Excellent customer service / relationship skills. Ability to create, reinforce, motivate and guide customers and partners
    • Customer and Partner Focus: proven experience driving business impact based on a deep understanding of customer and partner needs
    • Strong communication, mentoring and training delivery skills are required. Ability to provide clear, concise feedback
    • Proven Leadership to drive technical improvements: Ability to think “out of the box” and innovate
    • Cross site collaboration skills - exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities
    • Ability to enhance the technical expertise of peers via the development of product training and team content development/delivery.
    • Ability to apply technology to improve existing products and systems at customer level as well as internally
    • Ability to provide guidance to expedite resolution and increase customer satisfaction.
    • Ability to actively participate in team support and development by proposing and implementing solutions
    • Dealing very effectively with ambiguity. Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity.

    Qualifications Recommended:

    The ideal candidate will have a four-year degree or the equivalent in work experience and preferably 5 years’ Customer Support and / or Consulting Services experience. Demonstrated leadership skills are required.
    The successful candidate will have the ability to communicate effectively with corporate customers, possess an understanding of the Onboarding process and demonstrate a vision for the future of Microsoft support.
    Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations; to lead projects and to motivate others.

    Responsibilities

    The Office 365/ EMS Customer Support team is looking for a thoughtful, analytical and highly energized FastTrack Engineer to join a new team that will be responsible for delivering onboarding support services for the next version of FastTrack.
    The FastTrack Engineer should be a recognized technical expert who is interested in running complex operations across multiple countries, interested in coaching and mentoring others, able to analyze complex technical and non-technical data to understand challenges and opportunities and to drive results through their impact on others.
    The FastTrack Engineer is also responsible for the technical aspects of onboarding customers and partners which includes providing proactive guidance and remediation assistance.
    You will help transform the traditional on premises deployment approach to an automated Onboarding Service for customers with greater than 150 seats.
    The FastTrack Engineer will have to work with EMS customers, assess their environment, network and software to identify the actions needed for a smooth and quick Onboarding of Intune (Standalone and Hybrid) and / or Azure AD Premium features, to define and execute a remediation plan together with the customer’s IT staff as well as coach and mentor other FastTrack engineers on assisting Microsoft customers and partners.
    You are responsible for executing the delivery of the customer Onboarding Experience for EMS while utilizing the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations and Office 365/ EMS business groups.

    Your key business metrics will be:

    • Customer and Partner Onboarding Satisfaction
    • Reducing timecost to Onboard
    • Active Usage Growth
    • Reducing reactive support incidents

    Your specific responsibilities will include:

    • Execute, manage and lead a set of EMS customers and partners through the Onboarding technical process.
    • Maintain strong working knowledge of the Service, take ownership for Service improvement.
    • Manage customer and partner Onboarding programs within expected timeframes while continually driving increased effectiveness and thus reducing costs.
    • Share knowledge with others through solution documents, contribute to social media, engage in technical communities.
    • Identify and drive technical improvements to the services or processes that will materially improve the quality of the services provided.
    • Drive development by training delivery, mentoring as well as driving the relationship.
    • Monitor and enhance the technical performance of the team in the areas of products, customer satisfaction, technical development, as well as enhance quality and provide feedback.

    Other info

    Location: Romania
    Contract: Outsourced Employment

    Please note that your resume will be entered in our database and may be used in further recruitment events. Only suitable candidates will be contacted.