Partner Technical Advisor

Job Description

Partner Technical Advisors (PTAs) serve as technical and support process expert resources to enable partner suppliers to deliver unique value to Microsoft s customers and partners via phone, email or web. You will be adding value by collaboratively help solve customer problems, by providing proactive support advice, contributing to product quality and enhancements, by organizing or delivering readiness activities to develop engineers and by creating self-help assets to broadly reach more customers. The Impact You ll Be MakingYou will be part of a team responsible for providing an outstanding technical support experience to our customers and partners. Your role is to act at a technical and process expert to drive a team of engineers to successfully own and manage the customer experience over the phone and Web, from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical and delivery excellence support process expertise (either on your own or by involving your colleagues), identify engineer readiness gaps and work on readiness initiatives to improve, identify support volume generators and look for creative solutions to minimize their impact. You need to be an excellent communicator and a service oriented professional.Core Responsibilities: PTAs must role model the Microsoft Culture within the team, supporting a great work environment, promoting the right behaviors, delivering timely feedback and focusing on a great engineer and customer experience Help create a diverse and inclusive culture where everyone can bring their full and authentic self, where all voices are heard, and where we do our best work as a result Partner with SDMs and management team to enable supplier team to deliver and excellent customer experience Contribute to ensure that delivery excellence standards are trending in positive direction Develops engineer capability to solve problems without needing to escalate Helps to reduce time to competency at supplier Contributes to engineer enablement processes and initiatives to accelerate time to solution Contributes to customer self-help and volume deflection initiatives Contributes to PTA and engineer communities through knowledge sharing Supports suppliers adherence to Customer Experience Framework (CFX) Consult and collaborate with peers or colleagues around the world, with management and engineering teams to resolve service issues. 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. Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations2+ years in a customer facing service role in any capacity2+ years of experience in technical topics related with core OS and more specifically in the topics handled in the Windows( DS, NET, SHA, D&D, UEX, PERF)English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)Any additional experience in technology, support, training, consulting, architecting, development, networking, data center operations, IT Admin or operations or equivalent educationPreferably background in escalation level or equivalent engineeringPassion for developing people with strong mentoring and coaching skills,

Keyskills :
troubleshootinginspection mechanicalsafety data center operationssubject matter experts role modeldata center