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Office 365 Technical Support Engineer Relationship Manager

Company: Microsoft Corporation
Location: Issaquah
Posted on: November 22, 2021

Job Description:

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**The Relationship Manager is responsible for handling **customer/partner escalations** that come to the team through channels such as Executive, Legal and Press. Escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with highly sensitive customers and situations. Relationship Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Relationship Managers represent Microsoft by providing world class service and displaying our core principles in all their work.In addition to the above, the lead role plays a part in mentoring and coaching other team members, they work extensively with our service delivery organization for situations that require additional local language or deep technical skills.Responsibilities--- Customer recovery and problem resolution. Fully owning the customer relationship through to resolution.--- Internal and external relationship management.--- Documentation of customer issues for further analysis by the business.--- Identifying reoccurring or emerging issues and escalating to the appropriate channels.--- Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately.--- Ensuring strict service levels are adhered to.--- Self-prioritize and manage case work.--- Cross training and team operational projects.--- Follows all privacy policies, legal considerations.**Qualifications**Required Qualifications:2 + years **prior experience** with:--- Microsoft Office 365 technologies & M365 - Outlook (Outlook 2013, 2016, 2019 )--- Outlook for iOS--- Outlook for Android--- Outlook for Mac--- Skype2 + years experience in **Windows System Administration, Configuration, Technical troubleshooting** including a good basic understanding of:--- Registry--- File Storage--- User Accounts and Access Control--- Event Logs and Auditing--- Performance, Resource Monitor--- Networking (TCP, IP)Preferred Experience:--- Customer Service and support experience.--- Deep Technical support experience for the Windows and Office software (including consumer versions).--- Demonstrated business maturity.--- Escalation management & Critical situation handling.--- Problem solving and research skills.--- Computer/Technical skills.--- Organizational skills with attention to detail.--- Understanding of Reverse logistics.--- ITIL or similar problem management.Personal Attributes/Interpersonal Skills:--- Collaborative team player with strong stakeholder management skills.--- Excellent time organization and close-out discipline.--- Problem solver that can identify both short term mitigation and propose options for longer term resolution.--- Strong written and verbal communication skills.--- Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.--- Ability to manage and work within ambiguity to reach a successful outcome.--- Ability to influence and build relationships in an international environment.--- Inquisitive and proactive, actively seeing new problems.--- Work remotely on individual issues whilst contributing to the team success.English Language: fluent in reading, writing and speaking. Fluent in Portuguese is desirable.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form ( .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keywords: Microsoft Corporation, Seattle , Office 365 Technical Support Engineer Relationship Manager, IT / Software / Systems , Issaquah, Washington

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