Description

You will investigate and resolve customer escalations that fall outside the standard support model.

Responsibilities

• Resolve complex customer issues and drive recovery across products including M365, Azure, and Windows.
• Advocate for customer resolutions while balancing company policy through exception management.
• Communicate case status, roadblocks, and technical findings to Executive, Legal, and PR stakeholders.
• Collaborate with Engineering to address critical, systemic, or emerging code and update issues.
• Document customer issues, product defects, and root cause analyses for business improvement.
• Manage your own workload and triage cases to adhere to strict SLAs.

Required Skills

• 5+ years of experience in customer escalation or high-level support roles.
• Proven expertise with M365 and Azure.
• Working knowledge of Windows and Operating Systems.
• Experience with Networking and Active Directory.
• Strong troubleshooting and problem-solving skills.
• Ability to research issues using documentation and knowledge bases.
• Effective active listening and professional communication skills for senior stakeholders.
• Strong organizational skills with the ability to self-direct work.

Preferred Skills

• Knowledge of Clustering.

Key Skills

Education

Any Graduate