Technical Advisor
Company: Microsoft Corporation
Location: Fargo
Posted on: June 9, 2021
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Job Description:
Microsoft is on a mission to empower every person and every
organization on the planet to achieve more. Our culture is centered
on embracing a growth mindset, a theme of inspiring excellence, and
encouraging teams and leaders to bring their best each day. In
doing so, we create life-changing innovations that impact billions
of lives around the world. You can help us to achieve our
mission. With over 12,000 employees worldwide, the Microsoft Customer
Experience & Success (CE&S) organization is responsible for the
strategy, design, and implementation of the Microsoft end-to-end
customer experience. This newly expanded organization reflects the
Microsoft ambition to be known as a customer experience company,
ensuring our Microsoft mission to empower every person and every
organization on the planet to achieve more is enabled by delighting
customers and consistently exceeding their expectations in every
interaction through a connected customer experience. Microsoft has a tremendous opportunity to exceed customer
expectations and drive greater customer loyalty and trust, which
leads to greater satisfaction, retention, and growth. The CE&S
organization is looking for people with a passion for delivering
customer success to help us build a future where customers come to
us, not only because we provide industry-leading products and
services, and also because we provide a differentiated and
connected customer experience that is rooted in our commitment to
delivering on customer outcomes. Technical Advisors are responsible for ensuring the development
of Support Engineers (SE) technical capabilities. The TA is an
expert at coaching and mentoring on case management standards which
enable engineers to improve throughput and handle ever-more complex
cases. TAs deliver unique value by utilizing their technical
knowledge to ensure ramp-up and readiness of the Support
Engineering staff to assist customers with issues while maintaining
a high-quality bar. An Engineer TA is a service delivery focused subject matter
expert. You will own incident metrics such as Speed of
Resolution/Solution/etc. as well as quality of the support
experience. The primary responsibility is to the engineers in a
regional team, focusing on the higher volume services and engaging
through technical mentorship, readiness. Your primary activities
are targeted towards support incidents and individual mentoring to
unblock customer technical issues directly with support engineers.
You will also manage collaboration across teams and
escalations. A Service TA is focused on the success of one or more services
and of the overall pod/team. You will own service metrics such as
Speed of Resolution/Solution/etc. and deflection rates.
Responsibility is spread across various stakeholders like team
managers, Engineer TAs, Supportability PMs and PG. Your primary
activities are targeted towards supportability (of the product or
service) and overall pod/team effectiveness, in partnership with
Serviceability. Primary focus is making sure that service delivery
has tools, processes, and documentation to resolve incidents Required Qualifications: 5+ years of Supporting SQL Server or SQL VM or database
experience Preferred Qualifications: B.S. degree in Computer Science or equivalent experience. Ability to meet Microsoft, customer and / or government security
screening requirements are required for this role. These
requirements include, but are not limited to the following
specialized security screenings: Microsoft Cloud Background Check:
This position will be required to pass the Microsoft Cloud
Background Check upon hire / transfer and every two years
thereafter. Microsoft is an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard
to age, ancestry, color, family or medical care leave, gender
identity or expression, genetic information, marital status,
medical condition, national origin, physical or mental disability,
political affiliation, protected veteran status, race, religion,
sex (including pregnancy), sexual orientation, or any other
characteristic protected by applicable laws, regulations and
ordinances. We also consider qualified applicants regardless of
criminal histories, consistent with legal requirements. If you need
assistance and/or a reasonable accommodation due to a disability
during the application or the recruiting process, please send a
request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of
your employment with Microsoft and the country where you work. TA Responsibilities Optional Responsibilities Optional Responsibilities for an Engineer TA Optional Responsibilities for a Service TA
Keywords: Microsoft Corporation, Fargo , Technical Advisor, Other , Fargo, North Dakota
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