With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, collaborating and knowledge sharing with each other and are innovative in providing solutions to enable our customers to make the most of Microsoft products. Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
As part of the Compliance (#CyberDefender) team, you would be working on complex and critical issues while supporting customers using offerings. The role involves providing customers with reliable technical solutions and a consistently outstanding service experience. Our mission is to solve the customer’s problem in the quickest possible way by putting them at the center of everything we do, to consistently deliver the highest levels of customer satisfaction through both direct contacts and through supporting and enabling our partners.
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.
Responsibilities
Response and Resolution
- You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
Readiness
- You participate in communities with peer delivery roles.
- You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement
- You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
Qualifications
Required Qualifications:
You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun.
Besides that, we would also like you to have the following technical skills and knowledge:
- Managing and troubleshooting experience in at least one major M365/O365 application (Exchange Online and/or SharePoint Online)
- Knowledge and experience in some of the Microsoft 365 Security and Compliance features: (Azure Active Directory Premium, Cloud App Security, Azure Information Protection, DLP (Data Loss Prevention), Data Retention & Classification, Auditing)
- PowerShell administration skills
- Azure AD administration experience
- eDiscovery
Additional Qualifications
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
- OR 5+ years of technical support, technical consulting experience, or information technology experience.
- OR equivalent experience
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
