Microsoft Corporation Support Engineer in Boston, Massachusetts
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered 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 also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
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, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
CSS Showcase is a team of dynamic individuals passionate about shaping the customer support experience. Our knowledge and understanding of the customer-advocate environment is our greatest strength. We work to identify key opportunities aiming to close the gap between what customer support is now, and what customer support can be in the future. We are both disrupters and advocates for our customers, products, tools, and processes while influencing and creating impactful changes.
The depth of expertise represented in Showcase spans four lines of businesses: Accounts and Billing, Disability Answer Desk, Office and Windows. Between these lines of businesses, we help Microsoft support transform in ways that matter most to our customers, delivery partners, and peers.
Support Engineers (SE) serve as technical resources for Microsoft’s customers and partners via phone, email and web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.
The impact and core responsibilities you will have:
Represent Microsoft and communicate with consumer customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products, by providing frontline triage meetings and support.
Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. This is handled through escalations from our frontline partners.
Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.
Contribute to improvement the overall support experience for any technical support professional solving for Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base.
Act internally as a customer advocate.
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
Advise customers on how to gain additional value from their Microsoft products.
We are primarily looking for people who demonstrate the mindset and behaviors necessary to drive to achieve to excellent customer support:
Customer Obsession: you demonstrate a strong focus on high quality Customer Service and you are driven by problem-solving and customer satisfaction.
Learner Mindset: You demonstrate a growth mindset and strongly believe that knowledge can be developed with effort and persistence. You spontaneously and proactively share your learning with others.
English Language: Fluent in written and verbal English language. If English is not your native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams).
5+ years of screen reader usage ( JAWS, NVDA, Narrator, etc).
- 1+ year experience in troubleshooting working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies.
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.
The salary for this role in the state of Colorado is between $74,400 – $110,800 USD
At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.
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