Technical Support Advisor in Arr Vms

2 days ago

مصر, Egypt Microsoft Corporation Full time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Azure Rapid Response is a premium add-on support offering that provides customers an expedited response time and prioritized access to Microsoft’s most knowledgeable experts to quickly overcome incidents and business impacts. Azure Rapid Response is designed for Azure customers who want a fast response to incidents of critical business impact.

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

As a TA you will be an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. You will deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with technical issues while maintaining a high-quality bar. You will be often involved in case management duties - queue inspection and triage, to assure case progression remains healthy and the customer experience remains high. You may also help improve existing or develop new troubleshooting workflows and troubleshooting guides (TSG).

**Responsibilities**:

- TA Responsibilities:

- Identify and analyse skill-gaps in team or Pod; contribute to the creation of readiness plans and content
- Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
- Enable swarming and collaboration activities, including advanced troubleshooting
- Approve and review escalations (regardless of destination - to Engineering Group or other PODs)
- Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
- Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

Readiness - identify need for and/or create content, build and follow-up on readiness plan at team level
- Perform technical mentoring of others to share technical expertise, provide coaching and role readiness training
- Promote consistent use of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.) and ensure the right individuals and resources are in place to resolve issues in a timely fashion and to calibrate Service Delivery Standards.

Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions
- Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features

Optional Responsibilities:

- Technical interviews for new hires
- Assist acting team manager or POD lead
- Interface with CSAM to maintain good customer relations (Premier-focused LOBs)
- Process improvement feedback to appropriate DP and MSFT stakeholders
- PG collaboration including triages
- Direct customer cont

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