Support engineer manager
Microsoft’s Customer Experience and Success Organization based in Vancouver, BC is inviting applications from suitable candidates for the position of Support engineer manager. Microsoft’s Customer Experience and Success Organization focuses on providing unparalleled support and guidance for users of Microsoft products globally. It offer personalized assistance, proactive insights, and technical expertise to enhance customer satisfaction and productivity. It play a crucial role in driving seamless integration and empowering businesses across various industries. The candidates selected for the vacancy will be required to start the work as soon as possible.
Job Description:
Employer Name: Microsoft
Organization: Microsoft Customer Experience and Success
Position: Support engineer manager – data technology (Remote Job/Up to 50% work from home)
No of Vacancies: 3
Salary: $121800.00 – $219100.00 yearly
Employment Type: Full Time – Remote Job
Discipline: Technical Support Engineering
Role type: People Manager
Profession: Technical Support
Location: Vancouver, BC, Canada
Job ID: 1727632
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completion of Bachelor’s Degree in Computer Science and Information Technology (IT)
Experience: Candidates should have 7+ years operational excellence, delivery management, account management, sales, or vendor management experience
Physical Requirements:
- The candidates should have flexibility and the ability to adapt to ambiguous and changing situations
- The candidates should demonstrate the ability to manage high-pressure situations
Other Requirements:
- The candidates should have 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience and 3+ years of experience managing managers
- The candidates should have the ability to meet Microsoft, customer, and government security screening requirements for this role, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter
- The candidates should possess effective customer service, communication, and interpersonal skills
- The candidates should demonstrate the ability to set and communicate team and individual goals, and effectively communicate strategy, tactics, and behaviors required to achieve those goals
- The candidates should be able to ensure team participation in case triage meetings to share knowledge and develop efficient customer solutions
- The candidates should be able to communicate aggregated customer feedback to stakeholders to drive product quality improvements
Responsibilities:
- The candidates should be able to model our culture by living our values and practicing our leadership principles
- The candidates should be able to coach their team by defining objectives, enabling success across boundaries, and fostering adaptive learning
- The candidates should be able to care for their team by attracting and retaining talent, understanding individual capabilities and aspirations, and investing in others’ growth
- The candidates should be able to ensure customers are informed about the status and resolution of their issues, managing customer relationships effectively
- The candidates should be able to monitor tickets and performance metrics of direct reports and delivery units to ensure timely resolution and escalate issues
- The candidates should be able to track resolution speed, identify and remove roadblocks, and handle escalations effectively
- The candidates should be able to collaborate on technical issues across teams and products, working with internal stakeholders to prioritize and resolve complex customer issues
- The candidates should be able to analyze group readiness and execute readiness plans for technology and feature releases, providing feedback for improvement
- The candidates should be able to establish requirements and collaborate to build monitoring and diagnostic tools for issue discovery and resolution automation and create operational frameworks, set standards, and enhance processes across the line of business
- The candidates should be able to establish engagement strategies with internal teams to promote consistency and influence global strategies for customer loyalty
Benefits:
- The candidates will get industry leading healthcare, savings, investments and giving programs
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!