Partner Technical Advisor
Mexico City, México, Mexico
hace 1 día

At Microsoft CSS (Customer Service and Support), the sentence : That’s not our problem does not exist in our lexicon. We deliver world-class assistance around the clock to businesses, partners, and developers in 24 languages.

Within CSS, the Microsoft Partner Programs team provides planning, quality assurance and service delivery to ensure partners get the most from their relationship with Microsoft.

Since CSS is a continuous learning environment, we’ll make a significant investment in your technical and professional development, yet much of your growth will be self-directed.

You will be actively involved with mentoring, training and collaborating with other Partner Programs team members to make our team fast, stronger and smarter at handling critical issues for Microsoft Partners.

The successful candidate will work within a team of support professionals focused on reimagining our programmatic support offerings to deliver a great experience but also accelerate our partners’ business growth and resolving our Partners’ programmatic issues.

The role itself will focus on ensuring we deliver high quality through planning and assurance activities. The successful candidate will have a passion for our partners and a flexible approach to a highly dynamic environment.

Experience with our partners ecosystem and business background is highly valued. Finally, this role is ideal for someone who take a innovative approach to solving complex solutions.

The role is global in nature and requires working and collaborating with colleagues in the Americas, EMEA, and Asia. The successful candidate will join the Partner Programs team, working closely with our delivery partners, engineering Services and global escalation teams supporting Microsoft’s Partners around the world.


This role will be focused on quality improvement in our service delivery of different Partner programs and within this will lead the executive escalation process.

Working with our delivery teams to ensure new offerings are delivered in a timely and high-quality manner. This requires an understating of the high-level strategy and an attention to detail when dealing with individual cases.

Ensuring ongoing quality and improvement of the support experience for defined areas of their respective Partner program area.

At Microsoft we aspire to provide the highest quality of service to our partners. The successful candidate will help define and implement that vision.


  • Case wellness and case resolution quality ensure progression of cases
  • Knowledge capture from new scenarios
  • Owns select cases when needed GetHelp, high visibility, unique skills or assign to team escalation
  • Predominantly assists others in their cases by staying engaged as long as needed (until resolution)
  • Act as escalation point for the Partner advocates in outsourced delivery partners
  • Identify training needs, modality; what is best plan to enable advocates to be successful
  • Daily Execution
  • Perform reviews to ensure overall case wellness and case work / scope quality and follow up to ensure action has been taken
  • Unblock advocates on critical / pervasive issues
  • Advise case owner on out of scope escalation decisions
  • Develop troubleshooting content
  • Collaborate with internal teams for product & process feedback
  • Leadership

  • Partner across teams inclusive of business groups and engineering to address systemic issues
  • Help drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders
  • Improve team’s problem-solving skills, case management and customer service skills and promotes continued learning, self-study, and contributions to team knowledge (workflows, wikis, etc.)
  • Ensure team members have suitable levels of permissions in system to allow efficient resolution of cases
  • Unblock servicing and escalation processes and ensure team members have access to appropriate resources as needed to support customer resolution.
  • Qualifications

    Basic Qualifications :

  • English Language : fluent in reading, writing and speaking; Spanish and / or Portuguese suggested. If English is not native language, proficiency test results is a plus, TOEFL, TOEIC, Cambridge English Exams)
  • 3 or more years industry experience working with external customers.
  • Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential.
  • Excellent Communication Skills - verbal, listening, and written (including technical writing).
  • Passion for technology, lifelong learning and professional development.
  • Training and coaching abilities and experience with quality monitoring and improvement.
  • Preferred Qualifications :

  • Experience of the Microsoft Cloud Solution Provider and Microsoft Partner Network programs.
  • Experience working with customers in the Cloud, Microsoft Cloud products such as Azure, Office 365, Microsoft Dynamics 365 or other cloud solutions (SalesForce, AWS, etc.)
  • Industry experience with Microsoft stack (or comparable) technologies.
  • Ability to troubleshoot customer service issues, using tools and networking with others teams and stakeholders
  • Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
  • Experience in leading teams towards achieving predefined goals.
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