MSN Tech Lead

MSN Tech Lead     MSN Support is looking for a Technical Lead to help solve the most difficult MSN customer problems and be a key contributor in improving the quality of MSN Technical Support!

 

This is a great opportunity to drill into and analyze MSN support technical issues and their impact on the quality of MSN Technical Support. In this position, you will be responsible for the detailed isolation and analysis of MSN call drivers, both technical and process related. Through this analysis you will identify root cause of core technical and/or process issues and identify reliable resolution of the most common and highest impact problems. You will need to identify and drive improvements that will enable front line support agents to deliver higher quality support.

 

Success in this role requires sufficient technical depth to communicate with development and other internal organizations at a peer level. This includes knowledge of object oriented programming concepts and knowledge of one programming language such as VB.net, C# or C++ (candidate will not need to write code, just be able to understand it), network (TCP/IP) configuration and understanding of IIS. Knowledge or experience using the Debugging Tools for Windows (including WinDBG.exe) and working knowledge of database (SQL) is an added bonus.

 

You will be required to visit MSN support centers to better understand how agents resolve the top call drivers and the obstacles they encounter while trying to resolve calls. The improvements you will need to identify and drive will span across tools, content, training, agent workflows, etc. and will involve the unique limitations of Consumer Support such as non-real time customer interaction through email, single phone line customers unable to repro the scenario and non-technically savvy customers.

 

Primary objectives of this position are to drive increases in Solution Delivered First Contact and overall Solve Rate. Responsibilities include analysis of top call drivers, communication with MSN support agents to understand the obstacles preventing them from resolving customer issues and identifying improvement that will drive Solution Delivered First Contact and Solve Rates up. In addition, you will communicate and partner with strategic MSN service partners in the isolation and management of customer issues. Additional responsibilities include monitoring support agent calls for technical accuracy, support resource gaps, and identification of support quality needs and issues.

 

This role will require you to provide technical leadership to the MSN support organization through on site mentoring with support staff, through technical issue deconstruction and analysis, then documenting problem solution for improved customer issue handling and resolution. You will be required to work with front line support delivery staff to isolate unique or difficult customer problem scenarios, then coordinate with product development teams to devise a plan for problem resolution.

 

This job requires travel to domestic and international support vendor sites.

 

Job Requirements:

 

Qualifications and Job Criteria:

Applicants should have a four year degree in Computer Science, Engineering, Information Systems or related discipline. Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment. Ideal candidate will have MCSE, MCSD or MCDBA certifications and one year product support experience.

 

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group

 

 Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website.

 

Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.