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Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within the Customer Experiences & Success organization (CE&S), Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers connected support experiences to our customers to gain and maintain their trust.
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.
About the role: Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Technical Support Lead.
As a Technical Support Lead you will be a trusted advisor, to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft’s people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world class customer support outcomes.
This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.
This role is flexible in that you can work up to 100% from home.
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.
Qualifications
Minimum Requirements:
Additional Requirements:
Responsibilities
Key Responsibilities:
This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security and Management (Deep specialization in 1-2 of these workloads is preferred). In addition to technical depth, the ideal candidate has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.
This role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping to drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution.
The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues and report to executives. The TSL also has the authority to use necessary Microsoft resources to solve critical situations. This person leads by example and sets the tone by creating an
appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan and assign specific owners to ensure clear accountability and deadlines.
Other duties of the TSL include:
1. Building the vTeam: The TSL selects representatives from organizations such as support, engineering, account managers and architects, building a best in class team that will help expedite resolution of the situation.
2. Managing action and communication plans: The TSL uses project management skills to identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.
3. Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes, determine where normal escalation steps went wrong, and spot troublesome patterns of behaviour. The TSL then shares these findings with related internal teams who can help improve process and enhance operations in the future.
Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes. This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience. You will need to coach and enable account teams and customers, collaborate with Microsoft Engineering as required, and effectively manage customer escalations to resolution.
If you are a driven, results-oriented individual who is not afraid to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments then this role is for you.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
Great News! We've discovered an exciting live job opportunity for a Technical Support Lead position in Buenos Aires. This job is currently open for hiring/recruiting by Microsoft, exclusively for you at Argentina Jobs Expertini. Feel free to download the job details here.
Explore the current trends for Technical Support Lead jobs in Buenos aires and Argentina at Expertini. The following graph provides insights into the job market dynamics.
The work culture at Microsoft must adhere to the Ethics of Work Culture as described in the Ethical framework of the UN Charter. You can gain more insights into their local workplace environment by exploring their jobs Microsoft and also by visiting their official website through Google.
The World Cities Report 2020 sheds light on the intrinsic value of sustainable urbanization in Argentina, particularly within Buenos aires. It explores this value from economic, social, and environmental angles, encompassing the intangible aspects that contribute to Buenos aires's distinct character. Moreover, the report delves into the role of innovation and technology, the responsibilities of local governments, targeted investments, and the effective implementation of the New Urban Agenda in promoting sustainable urbanization globally. For a deeper dive into population growth trends and diversity in Buenos aires, additional details can be found on Buenos aires Wikipedia.
Yes, we found live job(s) for Microsoft in Buenos Aires.
Technical Support Lead jobs are available in Argentina.
Exploring the cost of living in Buenos aires. At Expertini.Com for Buenos aires , we gauge it based on the percentage of earnings to living costs, typically ranging from 33% to 65% of your monthly income. This analysis empowers you to make informed decisions about your financial planning and lifestyle. Additionally, we recommend consulting with locals before making any moves to a new town.
The average salary range for Technical Support Lead in Buenos Aires varies, but the standard pay scale is rated "Standard" in Buenos Aires. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively.
To apply for a job at Microsoft follow the application process following the "Apply Now" button at Argentina Jobs Expertini and also you can visit Microsoft official career page and follow their application process.
Key qualifications for Technical Support Lead typically include a list of qualifications and expertise as outlined in Bureau of Labor. Be sure to check the specific job listing for detailed requirements and qualifications.
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Benefits for Technical Support Lead positions may include a list of benefits. These can vary from company to company, so it's important to review the specific job listing for details on benefits offered by the employer.
Not all jobs have remote job opportunities available. However, nowadays, many companies offer remote work options. You can find remote job listings for Technical Support Lead on Argentina Jobs Expertini.
To improve your chances of getting hired for Technical Support Lead, consider improving your skills. Also, make sure to check your Resume/CV Score with our free Resume Scoring Tool. Additionally, it is worth noting that Argentina Jobs Expertini has an in-built Ai Resume Scoring tool that will give you the matching score for each job based on your Resume/CV once it is uploaded. This can also help you align your Resume/CV according to the job requirements and enhance your skills if you fall short of them.
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