Technical Support Escalation Manager
Description For Technical Support Escalation Manager
Microsoft's Customer Experience & Success (CE&S) organization, with over 17,000 employees worldwide, is seeking a Technical Support Escalation Manager to join their Customer Service & Support (CSS) team. This role focuses on managing escalated customer and partner issues, requiring strong problem-solving and relationship management skills. The position offers flexible remote work options and competitive compensation. The ideal candidate will drive customer success through expert issue resolution, stakeholder management, and process improvement. This role provides an excellent opportunity to work with Microsoft's cutting-edge AI technology while helping customers maximize their Microsoft investments. The position offers comprehensive benefits and supports Microsoft's mission to empower every person and organization globally.
Responsibilities For Technical Support Escalation Manager
- Act as primary contact for account-aligned customers
- Mentor team members and participate in strategic projects
- Provide status updates to customers and internal stakeholders
- Collaborate with engineering and operations teams
- Manage customer and field expectations
- Identify systematic issues and process improvements
- Create executive summaries and identify patterns in customer issues
- Drive relationships with outsource vendors
Requirements For Technical Support Escalation Manager
- 7+ years of technology industry, customer service, or related experience
- Bachelor's Degree in technology, business, or related field with 4+ years experience OR Master's Degree with 3+ years experience
- Must pass Microsoft Cloud Background Check
- Strong written and verbal communication skills in English (Portuguese desirable)
- Customer Service and support experience
- Computer/Technical skills and Troubleshooting
- Prior experience as a Support Engineer in Windows and Office products
- Escalation management & Critical situation handling
- Problem solving and research skills
Benefits For Technical Support Escalation Manager
- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
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