About the job
The Area Support Lead (ASL) is a pivotal job within the Customer Experience and Success (CE&S) organization at Microsoft. This position focuses on owning Crisis Communications for Small, Medium, Enterprise, and Channel (SME&C) customers and partners, acting as a trusted advisor while coordinating key leaders during service incidents. The ASL plays a crucial role in enhancing customer experiences and ensuring that every interaction is seamless and effective, all while fostering a culture of collaboration and innovation within the team.
You'll be responsible for
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Customer resolution
Being on-call during shifts, including after hours and weekends, and taking ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft.💪
Customer health
Partnering with CSU leadership to build and execute plans that improve customer health signals, including reactivity and proactive recommendations.🤝
Collaboration
Leveraging relationships across Regional CSU, Support, and Product Groups to remove roadblocks and ensure customer issues are resolved effectively.Key criteria
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Master's or Bachelor's degree
Possession of a relevant degree in technology or business.View
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6+ years in technology or customer service
Demonstrated experience in the technology industry or customer service.View
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Crisis management expertise
Proven communication skills with C-suite executives during crises.View
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