Technical Support Analyst

Job Description:

A Community Support Specialist at Microsoft is an exciting and challenging role in the resolution with complex, slightly technical, and escalated support incidents related to supporting customer experience efforts. This role will be an awesome opportunity to learn and enhance your technical knowledge by troubleshooting various technical issues through effective customer interaction. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive changes that enhance customer experience and improve product quality.

1-2 years of slightly technical customer support experience. Basic understanding of Microsoft products.

Story Behind the Need Business Group & Key Projects

• Business group
• Surrounding team & key projects
• Purpose of this team
• Reason for the request
• Motivators for this need
• Budget approved (Y/N) - Financial approval required.

E+D

Budget Approved

Typical Day in the Role

.

Typical task breakdown and rhythm

.

Interaction level with team

.

Chance for flex hours or remote

.

Chance for extension later Y/N

Compelling Story & Candidate Value Proposition

.

Competitive market comparison

.

What makes this role interesting?

.

Unique selling points

.

Value added or experience gained

Typical Day in the Role:

Review and categorize customer feedback.

Reply to external and internal customers to provide troubleshooting steps, workarounds, follow-up on any additional information to better understand the problem or feature requests, create and report bugs as appropriate. Share summary reports of top or trending customer issues, feature requests within the team.

Candidate Requirements

.

Years of Experience required

.

Degrees or certifications required

.

Disqualifiers

.

Best vs. average

.

Performance indicators

2 years

Candidate Requirements (continued)

.

Top 3 must-have hard skills (no soft-skills)

.

Level of experience with each (years)

.

Stack-ranked by importance

User support experience - 1-2 years

Clear communication and organizational skills - 1-2 years

Familiar, general experience with Microsoft products - 1-2 years

Remote Work :

No