Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 1-3 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: Accept all the time
Customer Solution Lifecycle Management • Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs. • Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers.
Relationship/Experience Management • Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage. • With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues. Collaborates with internal partner teams to supports delivery of solutions back to the customers. Informs stakeholders on customer progression including issues. Independently starts to build partnerships with internal technical teams to update the troubleshooting resources. With minimal guidance, works with the relevant product and business groups to resolve customer issues.
Qualifications: Required/Minimum Qualifications • Bachelor's Degree in Engineering, Computer Science, or related field AND 2+ years experience in software industry experience related to technology o OR equivalent experience.
Additional or Preferred Qualifications • Bachelor's Degree in Engineering, Computer Science, or related field AND 5+ years software industry experience related to technology o OR equivalent experience. • 1+ year(s) customer facing experience.
