Global Customer Experience Specialist
Designit
- Seattle, WA
- Permanent
- Full-time
- 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
- Support experience is a plus
- Experience with Azure or other cloud technologies is a plus
- 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
- 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
- Required
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- Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
- Blind or low vision
- Cancer (past or present)
- Cardiovascular or heart disease
- Celiac disease
- Cerebral palsy
- Deaf or serious difficulty hearing
- Diabetes
- Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
- Epilepsy or other seizure disorder
- Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
- Intellectual or developmental disability
- Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
- Missing limbs or partially missing limbs
- Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
- Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
- Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
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