Technical Support Operations Lead

3 semanas atrás


Lisboa, Lisboa, Portugal Microsoft Tempo inteiro

About the Role


As a Technical Support Operations Lead in Microsoft's Digital Transformation Platform group, you will be responsible for leading a team of product experts who resolve complex customer technical issues. This is an exciting opportunity to accelerate your career growth and develop deep technology industry knowledge while honing your customer relationship management skills.


We are looking for a seasoned professional with 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience or a Bachelor's degree in Computer Science, Information Technology (IT), or a related field. You should have at least 3 years of experience managing people in a global organization.


Responsibilities



  • You will lead a team/group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people.
  • You will manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
  • You will ensure your team has the technical skills required to provide a great customer experience and collaborate with engineering/product teams to fill document gaps regarding new and existing technology.
  • You will communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
  • You will identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience.

What We Offer


In this role, you will have the opportunity to work on cutting-edge technologies and contribute to the development of our products and services. You will also have access to industry-leading healthcare, educational resources, discounts on products and services, and a range of other benefits. We are committed to creating a culture of inclusion where everyone can thrive at work and beyond.


The salary for this role is estimated to be around $140,000 per year, depending on location and experience.



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