Descrição da vaga

Requisitos

  • Sem Experiência
  • Sem estudos
  • Pretensão salarial
  • Lisboa

Descrição

We are looking for an experienced leader for the regional EMEA business and oversee the Azure Core Management Business, that delivers technical support to our largest and most strategic customers. To be successful, this role you will be truly customer obsessed, have strong operational focus and deep technical skills as well as the ability to partner with field support and sales teams, engineering groups, and other internal Microsoft organizations at the senior leadership level. You will attract and retain top technical talent and ensure that they are always ready to engage with our top customers on their most critical and complex solutions. This position has regional/EMEA responsibilities and will reside in Portugal.


Primary Job Functions:


Lead the Azure Core Management Business to deliver world-class support with a customer obsessed team of deeply technical and highly motivated support engineers
Effectively partner across our global organization to achieve company priorities and delight customers who need support across the entire range of Azure services
Develop and maintain strong relationships with key technical and business leaders within the Azure Engineering Group to accelerate customer issue resolution and represent the voice of our most strategic customers
Description of Role/Responsibility:
Provide global leadership and coordination in Customer Feedback, Hiring, Readiness, and collaboration with Azure Engineering
Ensure an effective workflow and feedback loop exists with your global peers to drive performance including closure on common process breakdowns as seen worldwide.
Assist with global escalation of issues connecting with customers as needed to show Microsoft commitment.
Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences.
Accountable for operational and business review scorecards and reporting to drive performance.
Drive stakeholder engagement with Azure Engineering
Identify both internal and customer facing tooling and documentation gaps
Manage a team of 200+ technical support engineers and their managers globally


Accountabilities:
Customer and Partner Experience (CPE) for Support Incident and Critical Situation (CritSit) cases
Employee Satisfaction, Professional and Technical Readiness and Performance
Feedback from Field and Key Stakeholders on effectiveness and quality of Engagement
Performance and stability of key operational metrics such as NSAT and Initial Response

  • customer service

Sobre a empresa

At Microsoft, we aim to empower every person and organization on the planet to achieve more — and we empower our employees the same way.

Everyone who works here has the power to build on. Those two little words show the way we think. They’re a challenge to go beyond what’s thought possible, and they’re how we help billions of people use technology to get more out of each day.

We build on the work of others and invite them to build onto ours, always striving for ways to make great ideas even better.

What can you build on?

Here at Microsoft, you’ll build on your curiosity, your passions and your drive to make a difference.

You’ll have access to world-class tools, some of the industry’s brightest minds and a nearly infinite range of opportunities across a truly global organization. You’ll have the opportunity to build on the company’s wide-ranging accomplishments to do something even more incredible.

You’ll have the freedom to collaborate, explore, set your own rules and take your career wherever you want it to go.

Feel the inspiration that comes from working with wildly talented people and the rush that comes from doing work that makes a lasting impact. Recent projects like HoloLens provide just a glimpse of the remarkable things we will accomplish.

There has never been a more exciting time to join our team. Come build on Microsoft’s far-reaching momentum. Build on your career. Build on what we do and how we do it.

Specialties: Business Software, Design Tools, Developer Tools, Entertainment Products, Hardware, Home & Educational Software, Tablets, Search, Advertising, Servers, Windows Operating System, Windows Applications & Platforms, Smartphones, Cloud Computing