Technical Support Advisory - The Global Crisis Management (GCM)

Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization?

If so, the Technical Advisor position in the Microsoft Customer Service and Support (CSS) Organization is a unique career opportunity for you!

The Global Crisis Management (GCM) team part of Advocacy Customer & Trust (ACT) within CSS is a diverse team who is proud to deliver Incident Management (IM) services across the globe. As a member of our team, you will aspire to be our Delivery Partners’ (DP) trusted advisors to fuel some of the largest and most complex IT solutions in the world.

Technical Advisor (TA) specialize in product and service readiness working with our DPs . As a TA, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust partnerships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.

For this role we are seeking out people who:

• Are thoughtful, analytical leaders.
• Have a passion for technology and continuous learning.
• Thrive in dynamic, high-stress environments.
• Are eager to collaborate and build strong relationships.
• Are able to see a problem from many angles.
• Embrace multicultural environments.

The TA supports Delivery Partners (DP) and/or teams, enhances support readiness, and ensures timely resolution by developing others. They focus on driving DP service and technical expertise, advocating readiness and support, acting as the go-to person for DP technical issues, training gaps, and content management. TAs bridge the gap between delivery partners, service advocates, and engineering teams, driving technical improvements and supporting launches.

A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, and communication skills, The ideal candidate will also have strong customer experience focus, a technical aptitude, the ability to teach and communicate work instructions to others, a working knowledge of operational delivery, and a strong sense of accountability.

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.