Support Escalation Management

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. This role acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. The person in this role maintains and develops relationships with various internal and external teams to resolve customer issues, collaborates with engineering and/or operations teams to identify the right resource, and manages customer and field expectations around issue response with limited support. The role ensures that both customer and Microsoft internal stakeholders stay informed on the response and resolution status of customer issues. It also identifies systematic issues and process breakdowns, participates in projects or workgroups to improve systematic issues and internal processes, and drives relationships with outsource vendors 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.

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