Technical Support Engineer – Microsoft AI Cloud Partner Program Full-time

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Responsibilities (Text Only)

This is a Partner Support Engineer role which will be focused on helping Partners with issues around the Microsoft AI Cloud PartnerProgram.

The daily responsibilities will include the following:
– Handling online submitted support requests related to Partner Programs

– Conduct proactive outreach to partners either as part of an open case or for a campaign as needed

– Capture timely, accurate and clean Commercial and Partner data understanding that incorrect data limits our ability to understand partner pain points and resolve both system and policy issues

– Actively listen and engage in all conversations remembering that they are serving as a corporate spokesperson

– Effectively uses provided delivery tools, processes, and methodologies consistently in order to control deliveries in a repeatable way

– Tracks risks, issues and ensures that his or her portion of deliveries are accurate, on time, and within Microsoft’s agreed scope

– Follows up consistently and intentionally, and develops action plans for resolving customer escalations

– Help drive partner satisfaction by providing accurate information, prompt call backs, and timely follow-ups on all action items

– If the partner qualifies, ensure that the partner can participate in Microsoft’s incentives programs

– Communicate effectively and leave a great impression as the first point of contact

– Quickly scope issue and actively drive resolution while avoiding the next likely issue/hurdle and identifying opportunities through effective questioning and active listening

– Provide end to end management of Microsoft Partner requests and remove as much effort from the partner experience as possible

– Enthusiastically tell the Microsoft AI Cloud Partner Program value prop and develop an understanding of partners and customers’ needs for both immediate issue resolution as well as future hurdles to overcome and opportunities available

– Accurately route/hand off to other Microsoft services/teams if needed and, typically, as a last resort. If a “misroute” is received, goal should be to understand why, how to uptrain if other skills are needed or how to address root cause to minimize partner bounce up front

– Ensure that customers and partners are aware of, and can take advantage of, all relevant Microsoft offerings, resources and services

Qualifications (Text Only)

Professional Experience
– 3+ years in a customer support role
– Experience with troubleshooting and problem-solving skills
– Excellent communication skills with both written and spoken English

Language Qualification
– Japanese Language: fluent in reading, writing and speaking.
– English Language: confident in reading, writing and speaking.

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.