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Support Escalation Management

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Microsoft Corporation

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Location:
United States , Reston ▼

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

76800.00 - 151900.00 USD / Year
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Job Description:

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

Job Responsibility:

  • Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance
  • Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to improve customer support experience
  • Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary
  • Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues
  • Communicates and influences internally to drive resolution
  • Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes
  • Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes

Requirements:

  • Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, or related experience OR 5+ years technology industry, customer service, or related experience OR equivalent experience
  • Active U.S. Government Top Secret Security Clearance
  • Must meet Microsoft, customer and/or government security screening requirements
  • Must pass Microsoft Cloud background check upon hire/transfer and every two years thereafter
  • Verification of U.S. citizenship due to citizenship-based legal restrictions
  • Must currently reside in the DC metro area

Nice to have:

  • 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
  • Experience working with Microsoft products and services

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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