Note Regarding Current challenging situation:
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We understand that the recent challenging situation has had an impact on daily life, including work-related matters.
While our recruitment process may experience occasional delays due to these external factors, our commitment to a thorough and fair evaluation of all applicants remains unwavering.
We appreciate your understanding and patience during these challenging times. The safety and well-being of our employees and candidates are of the utmost importance.
Support Escalation Manager
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.
"The Incident Manager (IM) is a customer facing role and trusted account team member who works with our Premier cutomers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts. The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities:
-Engage with customers to address reactive support queries
-Represent the customer’s business impact during escalations
-Drive the end-to-end problem resolution
-Proactive problem identification against the customers case portfolio"
Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.
This role is flexible in that you can work up to 100% from home.
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.
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