Support Escalation Manager

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

The Critical Situation Management Execution Team (CMET) is part of Customer Service and Support (CSS). CMET owns the Critical Situation (CritSit) Process and works across Services, CSS, Worldwide Commercial Business and GSMO and other business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a CritSit. CritSit are business critical situations escalated by Microsoft’s highest priority Premier customer segment that includes customers from government, military, and fortune 500 companies.

The Relationship Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The CMET group provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change.
Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays as needed per the business needs

The Relationship Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change. Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Positively Impact Customer Satisfaction By

• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
• Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
• Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
• Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
• Pursuing proactive actions to help prevent future issue.
• Leading project and working group to improve process and tools.
• Establishing / Maintain Relationships
• Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
• Actively participating on projects initiatives owned by CMET
• Providing CritSit reporting to allow businesses to make better decisions.

Qualifications

• 10+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 2 years in technical role
• Ability to work non-standard hours, weekends and public holidays is required
• Bachelor’s Degree with major in Computer Science or Information Technology is preferred
• Candidate should have broad knowledge of Microsoft products (Azure, Windows, M365)
• Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
• Exceptional organizational skills to manage effective escalation, meeting customers expectations and ensuring positive contribution to business KPI`s
• Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers

• Proficiency in spoken and written English and Korean language is required .

Additional Or Preferred Qualifications

• 7+ years technology industry, customer service, or related experience
• Technical understanding in any Microsoft products (Windows/Networking/Azure/Office365/Dynamics)
• ITIL certification
• Project Management Certification

On-call and Shift work - This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include weekend shifts. Shift time usually would be between 12:00AM to 8:00AM UTC.

Security Clearance Requirements: 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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.