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Director, Windows Consumer Support, Customer Service and Support
FARGO ND 58103
Category: Computing
  • Your pay will be discussed at your interview

Job code: lhw-e0-90602197

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Microsoft Corporation

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Summary

  Job posted:   Wed Jun 6, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Director, Windows Consumer Support, Customer Service and Support
In this role you will manage a Global team of Technical Advisors (TA) and Support Escalation Engineers (SEE) in the Windows Consumer support group, focused on driving quality at our partner sites to help improve KPIs, like Customer Satisfaction and First Contact Resolution (FCR). This role requires a bright, highly motivated self-starter, and genuine leader.


With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.


Do you bleed "Customer Obsession"? Are you passionate about driving a great customer experience? Do you thrive on empowering others to truly achieve their full potential? Do you genuinely lead with sincerity and humility, and drive relentlessly for results and continuous improvement? Do you want to help empower every person and every organization on the planet to achieve more? If you answered yes to these questions than we want to hear from you!


**Responsibilities**


**Responsibilities**


+ Partner with suppliers to build plans to exceed Customer Sat and First Contact Resolution goals

+ Provide feedback on an ongoing basis for suppliers to coach agents on improving communication skills, technical ability and speed to resolution

+ Design support processes for consistency, flexibility and efficiency in solving customer issues

+ Help to champion customer experience and satisfaction in the product by identifying customer pain points and using data to tell the story

+ Attract, recruit and retain the right talent with the focus to create an industry-leading team, build diverse and inclusive teams, enable an environment in which people can do their best work

+ Regularly meet one-on-one with your direct reports, and conduct employee connects and career development discussions along the year.

+ Define the mission, strategies and set goals for the team to set the function for success

+ Build effective relationship with CSS leaders and business leaders for effective projects for right business impact.


**Qualifications**


**Skills & Qualifications:**


+ 5+ years expereince in the call center or support environment

+ 5+ years of experience managing people

+ Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS, Engineering and Marketing teams. Ability to navigate and influence in a matrixed organization.


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 at .


Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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