Global Customer Experience Specialist
Posted on 3/30/2023

501-1,000 employees

Strategic design & innovation firm
Seattle, WA, USA
Experience Level
Desired Skills
Microsoft Azure
Customer Success & Support
  • 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
  • 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 to be on a 24x7 basis and through an on-call model
Desired Qualifications
  • Support experience is a plus
  • Experience with Azure or other cloud technologies is a plus