afotakel Posted November 12, 2015 Report Share Posted November 12, 2015 Regional Technical Advisor Consumer Advertising and Devices This is an exciting key role within the EMEA Microsoft Consumer Support team. As a Technical Advisor (TA) in the Consumer, Advertiser and Devices (CAD) delivery organization you will be responsible for having a deep understanding of the end to end support experience and technical issues across consumer products and serve as the overall subject matter expert (SME) for outsourced suppliers in your region. The TA works with data analytics and uses agent monitoring as well as the voice of the customer to understand trends, creates improvement plans, provides direction on issue resolutions, and assist with needed content and training. This role is also responsible for implementing the agent-facing strategy across the business, including driving sales revenue. The TA is the voice of the region on technical issues and will work closely with the global Product Leads on emerging trends. A deep understanding of Microsoft products (Windows, Office, and Microsoft devices) is required. Success in this space is the reduction of customer effort and a drive to first contact resolution to drive the overall customer loyalty to Microsoft and its product portfolio. Qualifications: Demonstrated expertise in Windows 7 and above, Internet Explorer, Microsoft Office, XBOX, Surface, and Windows Phone. MCPs preferred but not a requirement Passion for technology and the ability to learn new technology quickly Demonstrated ability to understand and communicate related technical and business advantages in the deployment of Microsoft products within Consumer environments Strong communication skills, both verbal and written. Ability to create a strong business case and tell the story to gain stakeholder supports for decisions around the customer experience Proven track record in improving customer journey design Minimum 3 years of work experience in an IT or equivalent, work-related environment Demonstrated expertise in data and root-cause analysis Ability to use data and insight to explain a situation and make informed decisions and recommendations about improvements Effective and responsive under deadlines Ability to work effectively with a broad and diverse team of international stakeholders Specific language requirements as needed https://careers.microsoft.com/jobdetails.aspx?ss=&pg=0&so=&rw=2&jid=205588&jlang=EN&pp=SS Quote Link to comment Share on other sites More sharing options...
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