Designit is hiring a
Global Customer Experience Specialist

Summary

The job is for a Global Customer Experience Specialist at Microsoft's Redmond office. The role involves handling customer escalations, collaborating with cross-functional teams, and communicating effectively with Azure customers. The ideal candidate should have excellent communication skills, troubleshooting abilities, and a passion for problem-solving.

Requirements

• Excellent written and verbal communications skills are a must
• Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status; and inspire confidence
• Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking
• Ability to influence people at all levels to drive resolution
• Always look at problems with customer first solutions
• High attention to detail, able to problem solve logically and think critically in mission critical situations
• Passion for problem solving through the ability to self-learn, think critically, and have fun while doing it
• Creative Problem Solving by driving innovative solutions
• Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
• Technical aptitude with a passion to learn
• BA/BS Degree Communications or Computer Science is preferred or equivalent experience
• Available to work critical cases as needed on a 24x7 basis and through an on-call model

Responsibilities

• Review and Triage customer and partner escalations via multiple channels (Social, Chat, and Technical Support) and determine appropriate communication plan and customer resolution path
• Partner across various cross-functional teams and key stakeholders to ensure team is providing optimal customer experience each and every time
• Provide clear, concise communications for all Azure customers
• Partner with Service Engineering teams to determine customer impact and provide rapid communications to customers on Live Site Incidents
• Provide ongoing communication and status updates throughout duration of incident
• Develop and share best practices and recommendations to improve efficiencies within the internal team
• Identify root cause of escalations to drive long term resolutions
• Contribute to the creation of future Microsoft support capabilities for the cloud

Preferred Qualifications

• Support experience is a plus
• Experience with Azure or other cloud technologies is a plus

Benefits

• Embraces work-life balance – our employees’ well-being remains a top priority for us
• Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact
• Encourages innovation and experimentation
• Understands that changes will occur and adaptability is crucial to assist when it does
• Emphasizes and rewards collaboration
• Works remotely. We continue to safeguard the health of our employees so our interviewing and on-boarding process will remain virtual until further notice