Office Support Escalation Engineer

1 semana atrás

Lisboa, Lisboa, Portugal Microsoft Tempo inteiro

OverviewWith 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 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success.

As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues.

This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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.


QualificationsRequired Qualifications:
Must have solid experience with at least one M365 workloads, technical consulting experience, or information technology experience.

Advanced Knowledge of Microsoft 365 Office Client Applications (Word, Excel, PowerPoint, OneNote, Access), usage, feature and functionalities and understanding of general troubleshooting methods.

Good knowledge of Office Deployment & Activation process, OCSI (Office Client Server Integration) and Troubleshooting issues with Office Web Access, Usage, Feature and Functionalities.

Responsible to drive technical solutions and advices to customer's issues and questions; Deliver technical trainings and write technical articles.

Preferred Qualifications:
Experience in Customer Service & Support, Technical literacy and hands on approach.

Understand Microsoft ecosystem and have some additional knowledge or appettite to learn about other techs that are key players for Office Apps (windows, Identity, ODSP, Internet, XML, etc.).


Language Qualification:

English Language:
confident in reading, writing and speaking.
Fluency in German and/or French would be considered as a strong asset.
ResponsibilitiesResponse and Resolution

  • You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practicesReadiness
  • You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
Product/Process Improvement

  • You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

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

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