The IC3 Calling team is on a mission to deliver world leading VoIP and Public Switch Telephone Network (PSTN) capabilities across Microsoft Teams, Skype, and Skype For Business products.
To accomplish this, the Global Carrier Services team requires a customer-focused individual to work directly with customers, an existing service desk, Microsoft engineering teams, and external telco carriers, to enable customers to successfully and smoothly transition to Microsoft Office Conferencing and Calling products.
The Service Desk is a critical component of the Global Carrier Services team working closely with enterprise customers. The team is responsible for assisting customers porting their telephone numbers to Microsoft or helping them acquire global telephone numbers.
We are looking for a subject matter expert in telephone number management, the candidate must be experienced in service desk operations and have experience or a strong desire to deeply understand telephone numbers, including but not limited to their structure, how they are sourced, national numbering plans, and how to manage an inventory of global telephone numbers.
Come join our team and help global customers onboard to world leading products, like Microsoft Teams.
This role requires rotating shifts, with potential weekend and public holidays work and a willingness to develop best-in-class practices and processes to make customer onboarding a world class experience.
Key responsibilities are :
Become a subject matter expert of global telephone numbers acquisition and porting processes.
Handles sensitive data while adhering to strict security and privacy rules.
Provide up to date and actionable briefings to the leadership chain regarding current business operations, customer incidents, customer orders, and tolling / process issues.
Actively participate in service desk daily work
Proactively identifies process gaps / issues, and present solutions for resolution.
Raise team awareness of process changes.
When needed, Provide team training of process changes.
Take ownership of a playbook of processes, keeping them current and useful.
Propose and implement preventative measures, process enhancements and improved tolling functionality.
Work with analysts, subject matter experts, and program managers to enhance the customer experience through change.
Adhere to, closely monitor, and report on KPIs including time to action, and exhausted telephone number supply.
Language Support Requirements :
English Full Professional Proficiency - Written and Spoken - Required
Spanish Full Professional Proficiency - Written and Spoken Strongly Preferred
German Full Professional Proficiency Written and Spoken Desired, not required
Behavior and characteristics :
Customer empathy finds solutions to meet customers’ needs whilst maintaining Microsoft’s obligations.
Strong leadership and a nurturing personality
Willingness to go the extra mile it takes to succeed, or help our customers succeed.
Comfortable working cross group including with program managers, analysts, engineering, data scientists, 3rd party companies across the company, industry, and the world.
Comfortable coordinating and running meetings with senior team members.
Ability to implement other’s ideas and requests as well as generate your own.
Self-motivated, tenacious, strong team player
Ability to catalogue, structure, and priorities numerous reports and requests.
Ability to plan and execute projects on behalf of a team with a wide range of tasks.
Desire to learn and improve constantly.
Desire to contribute to a world class team on a world class service for a world class company.
Comfortable and confident talking with Microsoft’s largest customers.
Ability to make decisions with speed and confidence.
Ability to lead discussions with customers and understand their needs.
Ability to influence customers to optimize for successfully migrations to the cloud.
Ability to learn and work quickly in an ambiguous and changing environment, with a strong attitude.
Highly self-driven with an ability to work independently.
Highly organized with great project management skills
Ability to communicate effectively with enterprise customers and defuse customer escalations.
Meticulous with an analytical mindset, enjoys analyzing and interpreting data.
Must be resilient to stress and versatile enough to transition between competing tasks and priorities with high frequency.
Must be balanced between speed and quality.
Desired experience and technical skills
Bachelor’s degree preferably in International Business, Intelligence Studies, Management Information Systems, Computer Science.
Other relevant experience considered in lieu of specific degree.
2+ years of experience working in a service desk or other relevant experience.
1+ years of experience working with high value IT enterprise / corporate customers
1+ years of experience in a project or program management role
2+ years of experience working in a high-pressure environment
2+ years of experience working in a business operations role
1+ years of experience in the telecommunications, fixed line or VOIP preferred
1+ years of experience managing a service desk team in the high-tech industry preferred
2+ years incident and customer relationship management experience
Strong capabilities in Microsoft Office products
Telephone system, phone number management, phone number porting experience are a plus
Data analysis experience and strong Microsoft Excel or other data analysis tool knowledge
Proven experience using PowerShell, SQL or other development languages
ITIL / Six Sigma Certification is a plus
Location : City of Mexico, Mexico