Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)
Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
Create and maintain incident management requests to product group/engineering group
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