About the job
Client: MICROSOFT
Location: Hybrid – 2 days onsite each week at Seattle HQ
Contract: Can extend to 18 months
Description:
This team is responsible for optimizing ad accounts (providing services) with proactive touch points vs reactive. This team will also be responsible for writing content for knowledge base articles and training content for internal teams
Ex: customer – Shutterfly and they were spending tons of money on ads for mobile and they redirected them to move that money to desktop advertising vs mobile screen and it was a huge success
another ex: They support publishers who have blogs and content sites who want to have MSFT run ads on the website
Need superb candidates who want to and can talk to a customer, willingingly, cheerful personality, and proactive communicatior.
It is not required to have advertising but nice to have, also likes people with customer support backgrounds.
Sales backgrounds is great
Prefers local candidates to Redmond WA who can come onsite 2 days/week (this is required)
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 five lines of businesses: Surface, Accounts and Billing, Xbox, 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. Our comprehensive approach towards this transformation is achieved through three pillars: immersion, incubation, and innovation.
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.
Core Responsibilities:
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering 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.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
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.
Core Responsibilities:
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering 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.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
- Empathetic: you use empathy to listen and communicate with customers and are able to put the customers’ need first even in situation of stress. You are a peace maker in situation of urgent need for help. You also anticipate additional customers’s needs and can think about additional services you can provide to create the ultimate customer satisfaction, leading to Microsoft fans.
- These additional Professional and technical capabilities are required for success:
- Trouble-shooting: you have 1+ year experience in trouble shooting working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies. “For example, Answer Desk Microsoft Store Support or Geek Squad Best Buy Support or any other comparable support online or inperson”
- Personal Training: you have experience explaining or teaching Microsoft products, acquired either over your IT education or mentoring others or demoing to customers.
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