Operation Specialist: morning shift starting AU time zone:
About the Role
The technical Operation Specialist: will have a proven ability to coordinate management of the most challenging and sensitive situations by leveraging their strong communication skills and customer empathy. The role will be responsible for ensuring the technical readiness and improvements of the customer and partner experience by supporting the supplier support staff. In addition, the technical advisor is expected to proactively develop strong relationships across the organization, working collaboratively with service delivery managers, team leads, and senior stakeholders across the company. A successful advocate has clear and professional communication skills appropriate for stakeholders on the Executive team, Legal and PR teams. The role will also encompass driving the continuous improvement plan to support operational needs, cost efficiency and improved customer experience with implementation of innovative initiatives/projects.
Role responsibilities:
As an Operation Specialist, you will represent client in vendor communications to assist customers/partners in resolving issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build vendor/customer loyalty in Microsoft products, while effectively managing challenging situations.
- Act as a bridge between the supplier teams and Microsoft teams to drive triage, consults, case reviews and proper escalation transfers between tiers.
- Drive ownership of issues through resolution, effectively communicating with all levels of stakeholders (internal and external)
- Facilitate, mentor and coach others to advocate and drive swift response for our customers and partners during active cases and Long Runner engagements.
- Plan readiness and knowledge requirements by developing plans for supplier based on skill gap analysis.
- Ensure policy, tool, and process changes are delivered in timely and high-quality manner.
- Ensure opportunities are identified and implemented through Post-Mortems partnering with stakeholders to drive accountability for actions.
- Collaborate effectively to solve internal/external customer/partner issues and improve business processes to provide improved support experience.
- Engage in timely and effective manner when hot or complicated escalations arrive.
- Ensure proactive and reactive cases review so to make sure case wellness and needed recommendation is provided, issue improvement opportunities identified.
Requirements
- A service customer advocate at heart; Customer Services Experience required.
- Extensive experience in a customer-oriented job position of which a minimum of 8 years in Microsoft technical or partner support role would be desirable.
- Proven negotiation, conflict management and problem-solving skills
- Excellent interpersonal, written and verbal communication skills
- Broad knowledge of Microsoft Products/Services
- Knowledge of partner programs and policies (preferred)
- Exceptional organizational skills to manage effective escalation within different Microsoft groups.
- Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of customers and partners.
- Proficiency in spoken and written English is essential.
Preferred Qualifications:
Technical support background or experience
Previous partner/vendor service delivery experience
