Partner Technical Advisor

Job Description

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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.Core (all people in this role perform these duties; depending on tenure some duties may be minimalProvide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable. Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to. measures) Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME)) Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers) Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly) As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond. Provide Frontline Technical or Sales Operations Oversight to Delivery PartnersOptional (people in this role may perform these duties, can vary by line of business) Provide Frontline Operations Metrics Oversight Participate in DP ROB (WBR/QBR/MBR) Participate in Product Group Triages (coordinated with Eng. and Service TAs) Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar varies by SBU) Drive Down Speed or Time to Competency for DP Resources Participate in Technical and SME Interviews for New PTA Hires Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Run Non-Top Box and Deviation Analysis (including Approval) Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.A Technical Advisor (TA) is responsible for enabling support engineers, to deliver high quality of Support for all Microsoft customers on Windows Products. The TA should work on enhancing the technical Knowledge of the Support Engineer and make sure that Timely Resolution is provided for all the support incidents. The TA should ensure all Support Incidents with the engineers are properly managed in lines with business expectations. The Technical Advisor will be responsible for improving the technical quality of the Skype for Business support group in organizing readiness program, coaching and providing high-quality service delivery on both customer support and customer enablement activities. The Technical Advisor should work on enhancing the knowledge of the Support Engineers and make sure that timely resolution is provided for all the support incidents. The Technical Advisor should ensure all cases and sub-cases of the engineers are properly managed in line with business expectations.We seek out people who:Strong leadership qualitiesCandidate should think of bringing in innovative ideas for facilitating the technical acumen of the team.Take part in technically ramping up engineers on floor.ResponsibilitiesEstablishing and maintaining a strong technical relationship with the Supplier and internal frontline and escalations teams.Knowledge SharingConduct regular technical triages and issue reviewsConsult, collaborate and take escalations when necessaryLead cross-technology virtual efforts to assess future needs.Drive the development and management of content for the team.Makes effective technical presentations to small and medium-sized audiences, both internal and external.Team Readiness and Engineer Technical MentoringDefine technical readiness roadmap and prepare guidanceContribute technical feedback for performance evaluations of Support Engineers.Provide technical mentoring to support engineersIdentify and make additional technical and business recommendations.Participate in highest-level technical discussions with Cluster team to resolve product issues.Facilitate the timely resolution of customer issues.Facilitate issue escalations with engineers in collaboration with the team manager.Ensure engineers meet issue wellness guidelines, with an emphasis at the Product Unit level.Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.Work directly with TLs and SEs at the Supplier/GTSCs to foster collaboration, open communication channels and identify technical needs.Actively collaborate with Suppliers/GTSC teams to provide product feedback to Product Group.Review cases regularly providing guidance to expedite resolution and increase Customer Partner Experience.Work with Supplier Support Engineering teams to monitor case wellness and provide feedback to management regarding technical ability, competency and process adherence.Ensure recovery and follow up with Customers and Partners in appropriate situations.Initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements.Manage the transfer of sensitive cases from Supplier sites to internal resources when needed; monitor Microsoft aliases for response to customer and Partner queries and for appropriate use of the aliases by Supplier personnel.Have regular technical teleconference and/or case reviews with Suppliers in order to drive continued technical growth.,Language QualificationEnglish Language: fluent in reading, writing and speaking.QualificationsMust have good technical knowledge on different versions of Yammer (Yammer Freemium and Yammer Enterprise)Must be strong in troubleshooting and good understanding on Yammer and its services.Should have strong hold of other technologies such as Active Directory, Networking, Azure AD, Office 365 groupsShould be passionate to work on Yammer and collaborate with teams across the business to drive seamless experience to the customers.+ Hands on experience on Yammer+ Working experience on Azure AD. Setting up Azure AD Sync, multi factor authentication, Access Control Service.+ Experience in using various Office 365/Yammer powershell commands+ Hands on experience in writing complex CSOM scripting (PowerShell/JScript/JQuery) and REST API.+ Solid understanding of various identity providers such as ADFS/PING SSO/Site Minder etc., and configuring using custom claim rules.+ Adding vanity domains to Office 365 and managing identities across the tenant.+ Hands on experience on Yammer Networks and Migration+ Hands on experience on Yammer user life cycle.+ Configuring Apps for Yammer and office. Should have knowledge to write a simple app and publish to Yammer store.+ Understand all features in Yammer.Must know the Americas processes and procedures and be able to describe them.Must have excellent written and verbal communication skills.Must have excellent customer handling skills.Up to date MCSE certification desirable. Office365 certificates are highly considerable Solid understanding of client/server, networking, and Internet technologies fundamentals.Strong Trouble Shooting and problem solving skillsExcellent customer Service skills and effective learning skillsVery good patience and program management skill sets, while at the same time highly technical.Must have enthusiasm for learning.Desired background in Technical Training. Education Bachelors Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.

Keyskills :
mechanicalcustomer servicesubject matter expertiseactive directorytroubleshootinginspectioninteractive creative directionoffice 365safetyaccess controlproblem solvingsales