Job Description: An Incident Manager is responsible for the delivery of end to end reactive support, including healthy reactive case progression. Resources aligned directly to customer accounts / Customer Success Account Managers (CSAMs) and own escalation handling, reporting, trending, and customer communications. Some customization may be required to help tailor the experience for each customer. In this role, your responsibilities will include: Job Responsibilities: Build strong relationships with internal and customer stakeholders Become a trusted advisor for aligned customer and CSAM Exhibit confident leadership collaborating across multiple groups/organizations to meet customer outcomes Communicate timely and effectively to internal and external customer needs Communication with internal Microsoft resources for case updates and action requests Direct communication with customers to promote case progress where necessary Assisting to set the proper expectations with customers for support Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress Job Requirements: Demonstrated aptitude to learn new technologies Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths. Initiates collaboration with others; invites others to meetings and presentations to share information. Seeks support for collaborative activities from upper management. Consciously develops influence strategies Adapts a presentation or discussion to appeal to the interest of others Demonstrates an understanding of the impact that his or her behavior and communications has on relationships with customers/peers Strong English written and verbal communication skills Positive, energetic, enthusiastic attitude Strong attention to detail Excellent at multi-tasking & task prioritization Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc. Ability to apply judgement in high pressure situations with minimal external guidance Strong ability to comprehend written communications Self-motivated, proactive, and customer-centric attitude Quick learner and willing to adapt to a dynamic working environment Qualification & Experience: 3+ years of experience in supporting enterprise technologies Job Details: Company: Microsoft Vacancy Type: Full Time Job Location: Ft. Worth, TX, US Application Deadline: N/A Apply Here getyourvacancy.com
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