Support Engineering Manager Vacancy At Microsoft, Egypt

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.

Job number: 442815

Travel: 0-25 %

Job category: Services

Role type: People Manager

Employment type: Full-Time

The Windows Commercial Support Team Manager is a people manager & a leadership team role and is accountable for a team of individual contributors that deliver technical support, empower customer self-help, deliver advisory services and are supporting sales teams if needed. This requires building and maintaining an effective team, networking and collaborating, operational excellence and getting results through others. In general, the focus involves managing the resolution of technical cases (both frontline and escalation) from Microsoft customers and partners utilizing a variety of offerings. On occasion, the focus of the Team Manager requires the handling of escalated customer issues which include direct customer communications / interaction. The overriding focus of this includes providing a high quality suctomer experience in a cost efficient manner. Maintaining a growth mindset to innovate, accelerate learning and promote customer experience is critical to success.

Responsibilities

Key Accountabilities

– Lead and manage a team of Support Engineers
– Develop and implement a comprehensive strategy for sustained customer experience improvement
– Responsible for ensuring the team delivers the highest levels of customer satisfaction in each support interaction
– Improving productivity, efficiency and effectiveness of the team and business
– Hiring, developing, retaining talent
– Coach, mentor, develop team members to drive operational excellence and the overall team transformation at the same time
– Work with other Support Engineering Managers and Readiness Managers on skills development to ensure engineers deliver on value proposition and drive new service offerings

– Collaborate with the global delivery team to drive transformation and digitisation of the support experience
– Engage and drive Stakeholder Management on regional and global level

Key Success Criteria

– Quality customer experience and operational efficiency
– Org health and employee experience
– Hiring and developing a high performing team
– Progress against group readiness plans including Technical, Service Management, and Professional skills
– Agile Resourcing
– Managing to Budgeted cost per head

Qualifications

– Bachelor’s degree or equivalent experience
– Strong analytical and problem-solving skills
– High customer empathy with good customer care skills
– Demonstrated technical trouble-shooting experience
– Fluent English required
– Prior people management experience required

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