Premier Support Engineer

As a Microsoft Engineer, your focus will be to represent US Cloud in communications via phone, email, and web to assist clients and partners in deploying, operating, and troubleshooting Microsoft technologies such as Windows server and desktop, Office 365, Azure, SharePoint, Exchange, SQL, Skype, System Center and Dynamics. You will have the opportunity to foster positive client relationships while effectively managing challenging situations and driving client success. ​ 

Location: Remote, US
*This position is not eligible to be performed in New York, Colorado, Oregon, or California.

Responsibilities: 

• Obtain high client and partner onboarding and ticket satisfaction. 

• Drive client success and adoption of Microsoft technologies. 

• Reduce time and cost to onboard and resolve tickets.

• Provide high quality data to help drive service improvement. 

• Serve as an escalation point for client tickets. 

• Participate in proactive account management, spot performance issues, analyze problems, and develop solutions to meet client needs. 

• Provide effective service delivery by analyzing trends and common themes across clients. 

• Create deliverables to address common client needs and support mobile-first, cloud-first strategy.

• Engage in strategic service delivery planning to strengthen targeted client relationships. 

• Gather client impressions of products and services and integrate this feedback into decision making. 

• Allocate and align resources to optimize the client experience.

• Develop and communicate realistic performance goals and standards. 

• Build plans that consider potential obstacles and immediate and long-term consequences. 

• Provide stakeholder assistance throughout deployment to avoid or resolve technical issues. 

• Seek opportunities to drive business results through collaboration with team. 

• Articulate business value and grow client/partner relationships.

• Provide and drive actionable feedback across groups about the client/partner experience and competitor threats. 

• Modify existing or create new intellectual property.

• Contribute to client change management and initiative adoption. 

• Understand client requirements and map the adoption and optimization of Microsoft solutions accordingly. 

• Contribute and participate in meetings to articulate offerings to all clients.

• Cultivate relationships, credibility, and loyalty with clients and partners intentionally by sharing relevant business expertise.