About Us
At Microsoft, we're on a mission to empower every individual and organization on the planet to achieve more. Our culture is built on a growth mindset, a sense of purpose, and a passion for innovation that drives us to make a difference in the world. By doing so, we're creating daily routine switching developments that impact billions of experiences around the globe. You can be a part of this journey and help us achieve our vision.
About the Role
We're seeking an experienced Full Stack Social Media Customer Support Specialist to join our Microsoft Security Solutions team. As a key member of our Consideration association for Microsoft 365 Protector, you'll be responsible for delivering exceptional customer support experiences that drive business outcomes. Your expertise will be instrumental in identifying patterns that create support cases, auditing community data, and utilizing that information to drive improvements back into the product.
Key Responsibilities
- Distinguish patterns that create support cases, audit community information, and utilize that information to drive upgrades back into the product.
- Report processes, best practices, and technical guidelines for Care Groups based on issue management discoveries.
- Drive process improvements within the team and the larger organization as a whole.
- Collaborate with Development teams to drive enhanced product features and scenarios to decrease customer support cases.
- Develop automated diagnostics to isolate and, ideally, remediate customer issues and improve the investigation process of support cases.
- Communicate issues and recommendations clearly and succinctly, building strong relationships with stakeholders to influence key business results for our business.
Requirements
Technical Skills
- Deep understanding of data analysis tools, practices, and query languages.
- Critical thinking and investigative skills, with the ability to use various data collection tools and philosophies to analyze issues and develop solutions.
- Knowledge of:
- Malware landscape
- Incident Response
- Microsoft Security Suite (Protector for Endpoint, Safeguard for Cloud, Protector for Cloud Application)
- Some experience with Purple investigating tools: ACS, Kusto, Universe, etc.
Soft Skills
- Service-oriented mindset, handling factually testing and politically sensitive client circumstances.
- Superb spoken and written English communication skills.
- Ability to work collaboratively with Development teams to drive building changes throughout the organization to improve security in every environment.
- Remarkable teaming capacities.
- Ability to drive product/service enhancements in core technical areas.
- Consistent and decisive reasoning, with demonstrated outcomes in managing ambiguity and issue definition under continuous deadline limitations.
- Energy for innovation and customer service.
- Ability to partner within virtual teams towards executing on multiple technical drives simultaneously.
Preferred Qualifications
- BS in Software Engineering or Computer Science or comparable industry experience.
- At least 5 years of Technical Support experience (in a Level 2/3 environment) including experience in a client-facing or client technical support role.
- Understanding in the security space, particularly in the Microsoft Protector product suite.
Career Growth Opportunities and Learning Benefits
As a Full Stack Social Media Customer Support Specialist at Microsoft, you'll have access to a wide range of career growth opportunities and learning benefits, including:
- Professional development programs to enhance your technical and soft skills.
- Opportunities to work on high-impact projects that drive business outcomes.
- Collaboration with cross-functional teams to drive innovation and improvement.
- Access to cutting-edge technologies and tools to stay ahead of the curve.
- Recognition and rewards for outstanding performance and contributions.
Work Environment and Company Culture
As a member of our team, you'll be part of a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a growth mindset, a sense of purpose, and a passion for innovation that drives us to make a difference in the world. You'll have the opportunity to work with a talented and diverse team of professionals who share your passion for customer support and security.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- Salary: $70-$80 per year.
- Benefits: Comprehensive health insurance, retirement savings plan, and paid time off.
- Perks: Access to cutting-edge technologies, professional development programs, and recognition and rewards for outstanding performance.
How to Apply
If you're a motivated and experienced Full Stack Social Media Customer Support Specialist looking for a new challenge, we encourage you to apply for this role. To apply, please submit your resume and cover letter through our online application portal. We can't wait to hear from you!
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