Support Escalation Management -Incident Manager

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, 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.

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

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

Collaboration

Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear.

Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues.

Communication

Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.

Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.

Customer Resolution

Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.

Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.

Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.

Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.Process Improvement

Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.

Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers.

Proactively escalates highly sensitive issues to senior support escalation managers.

Qualifications

Required/minimum qualifications

Bachelors Degree in technology, business, or related field OR 3+ years technology industry, customer service, or related experience OR equivalent experience.

Preferred qualifications

Masters Degree in technology, business, or related field OR Bachelors Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience.

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.

Support Escalation Management IC2 - The typical base pay range for this role across the U.S. is USD $70,500 - $125,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $95,000 - $142,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

https://careers.microsoft.com/us/en/us-corporate-pay

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.