Senior Support Escalation Manager

• Primary contact managing escalated customer and partner issues
• Handling customer/partner escalations that come to the team through various internal channels
• Direct customer interaction with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies
• Dealing with highly sensitive customers and situations
• Represent Microsoft by providing world class service and displaying our core principles in all their work

• Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
• OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
• OR 7+ years technology industry, customer service, or related experience
• OR equivalent experience
• 3+ years customer service, technology industry, or related experience
• Business English written and Fluent verbal communication skills
• English Language Level C1 as per CEFR
• Korean Language - Written or Speaking, is a must
• Excellent judgment, decision making skills, and the ability to work under continual deadline pressure
• Ability to identify short term mitigation and propose options for longer term resolution
• Ability to manage and work within ambiguity to reach a successful outcome
• Ability to influence and build relationships in an international environment
• Collaborative team player with strong stakeholder management skills
• Strong prioritization and time management
• Excellent at multi-tasking & task prioritization
• Ability to meet Microsoft, customer and / or government security screening requirements
• Must pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

Certifications relevant to the Microsoft products are helpful