Support Engineering Leader
- Microsoft
- 4 - 8 years
- Bengaluru
- 4 years ago
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Job Description
Responsibilities
- Empower Partners to Prevent and Resolve their Issues:
Raise top issues and customer pain points to the appropriate teams to improve self-help opportunities and to drive volume reduction.
Model for and coach team to share automation, self-help and diagnostic assets with customers and reinforce benefit of Proactive troubleshooting. - Enable teams to Help Partners quickly when they need our expertise
Drive adoption of CXF through the Customer Expected Behaviors: Communicate Effectively, be Accountable, Resourceful, and Empathetic.
Utilize outcome-based metrics such as MBR operational measures (e.g., CSAT, IR% Met, Throughput) to better understand the customer experience and operational health; develop and execute action plans to improve the experiences not meeting customer expectations or areas that do not adhere to operational standards. - Consistently enable the team to conduct case reviews to maintain case wellness, proactively engaging customers as needed, in support of CXD principles
- Coach team members to leverage knowledge assets, tools, and other resources to resolve customer issues quickly.
- Foster a culture of collaboration within your team; look for opportunities to quickly help those needing collaboration assistance.
- Engage in customer escalations; resolve the concern and look for ways to avoid similar escalations in the future.
- Enable the delivery teams to advise Partners on how they can achieve more:
Identify opportunities to add true value to Partner interactions (with our Partner Center tools and our advocates) that help them grow their business, improve their Partnership with Microsoft, broaden their exposure to Microsoft s services, or other areas relevant in each interaction. - Evangelize and drive best practices to improve quality of support experience and faster resolution.
- Enable our delivery teams and org to best serve our Partners
- Attract strong talent to the team and ensure a focus on learning to build deep expertise and appropriate breadth in all roles in the organization
- Build and foster a culture of empathy for Partner needs and a tenacious drive for providing impactful solutions that meet the need and deliver value that improves our relationships with Partners
- Deeply analyze support trends and take action on continuous improvement initiatives through strong partnership with quality, delivery, engineering and delivery excellence roles
- Empower self and colleagues to embrace a Growth Mindset, do what s right for customers, practice boundary-less collaboration, act with courage to do the right things for customers, build trust and work together to achieve shared business goals.
- Regular collaboration and re-use of best practices from other organizations both inside and outside of Partner Enablement for role alignment and continuous learning / infusion of best practices from other SBUs.
- Reinforce the CXF transformation by contributing to the SBU strategy and ensuring adoption of behaviors and capabilities, such as CXD, resulting in increased customer satisfaction
- Model and coach for growth mindset, reward those who demonstrate customer centricity, agility and innovation to achieve customer delight.
- Embrace, advocate, and help deploy the latest engineering solutions that better execution speed and success.
- Enhance your team (collectively and individually) and yourself through leveraging and applying feedback data (e.g. MSPoll) cultivating development plans for all and making space and time for learning activities.
Qualifications
Required Qualifications:
- 10+ years of related experience in the customer service industry, product support, technical support, IT Admin support, consulting, systems or product development.
- 5+ years of experience as a people manager
Role model for growth mindset and a track record of achieving success in both the what and the how
Preferred Qualifications :
- Proven communication skills at the executive level internally and externally
- Proven track record in the management of global service delivery operations
- Foundational technical background in Enterprise technologies and cloud services
- Experience with either the Microsoft Partner Network, Cloud Solution Provider Programs, or Marketplace
- Experience with Partner Center and/or field OCP experience working directly with a Partner or at a Partner directly
- Bachelor's degree in engineering, management, business, or related field or 4 years work experience
- Other skills and Competencies
Communication: Represent Microsoft and communicate with corporate and internal customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Be able to logically and accurate communicate to various levels (Engineers to Business Owner and Executive). Lead and recovery situations with customers. - Customer focus: Ability to put customer first, lead and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
Collaboration: Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities - Influence for impact: Listens for the priorities and concerns of others and acknowledges differing perspectives.
- Adaptability: Actively seeks information and tests assumptions; shifts his or her approach in response to the demands of a changing situation.
Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes. - Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought.
Drive for results: Sets clear and challenging goals for a portfolio of work, and pursues them with enthusiasm and passion - Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes.
Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels
Brings passion and energy to create a vibrant culture of diversity and inclusion within their organization.
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Other,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time
Education
Under Graduation: B.Tech/B.E. in Production/IndustrialPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: Microsoft IndiaLocation(s): Bengaluru
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Keyskills: Automation Diagnostics Consulting Customer support Customer service Troubleshooting Continuous improvement microsoft Technical support Product support
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