With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Do you have a passion for Microsoft Teams and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers with complex needs and objectives? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Plan and deliver proactive and reactive support including onsite presence as needed (post Covid restrictions).

Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.

Identify and manage goals and opportunities across Teams to improve the customer environment or call quality.

Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.

Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.

Apply lessons learned for continuous process and delivery improvement for the customer.

Engage in meetings with customers and account teams to articulate service offerings.

Share and gain knowledge through communities.

Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Other

Embody our culture and values

Required/minimum qualifications

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.