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Technical Support Lead

3 mesi fa

Napoli, Italia Microsoft A tempo pieno

Within the Customer Experiences & Success organization (CE&S), the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers connected support experiences to our customers to gain and maintain their trust.

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 but also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

About the role: Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Technical Support Lead.

As a Technical Support Lead, you will be a trusted advisor to our largest and most strategic customers at times when they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft's people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world-class customer support outcomes.

This role may require travel to customer sites to meet with Senior executives and manage a crisis situation being onsite.

Responsibilities
Main Responsibilities:
This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security, and Management (specialization in 1-2 of these workloads is preferred).
In addition to technical depth, the ideal candidate has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision-makers in a rapidly changing environment.
This role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping drive desired customer outcomes, and providing prescriptive advice to customers to get to a well-architected solution.
The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues, and report to executives. The TSL also has the authority to use necessary Microsoft resources to solve critical situations.
This person leads by example and sets the tone by creating an appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan, and assign specific owners to ensure clear accountability and deadlines.
Other Duties Of The TSL Include: Building the vTeam: The TSL builds a best-in-class team that will help expedite resolution of the situation.
Managing action and communication plans: The TSL will identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.
Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes and then shares these findings with related internal teams who can help improve processes and enhance operations in the future.
Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best-in-class reactive support outcomes.
This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience.
If you are a driven, results-oriented individual who is not afraid to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments, then this role is for you.
May require 25%-50% travel.
Qualifications
Minimum Requirements: Proven experience in system development, network operations, software support, IT, consulting, or technical troubleshooting experience (Cloud, Windows, and other technologies, solid domain knowledge).
Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
Prior product, customer support, and/or technical support experience.
Prior experience in project management and/or technical/IT consulting.
Level 300 Certification in one or more Microsoft technologies.
Experience in customer engagements with CTO/CIO/IT director level stakeholders.
Fluent in English and at least one additional EMEA language.
Additional Requirements: Masters Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
Depth of experience in one or more industries: Financial Services, Insurance, Manufacturing, Healthcare, Retail, or Government.
Level 300 certifications in non-Microsoft technologies.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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