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Jobs List
Technical Support Lead (Social Media) at Microsoft Corporation
Description
Technical Support Lead (Social Media)
Description:
Consumer & Partner Services Support has an exciting opportunity for a technically savvy professional with an understanding of social media and a passion for providing technical and process leadership in a Windows Live Community environment. The Ecosystem Supervisor manages the WL Community at a high level, across all products and regions.
The right candidate will help drive the overall Community strategy and be a resource addressing individual to ecosystem level issues. You will identify ecosystem improvements and drive those requirements by working with the appropriate teams (Tools, PM, Service Delivery, etc). You will work to drive consistency in a dynamic and evolving support model across a team of diverse Partner Technical Leads. You will help drive and maintain the internal rhythm of business for the PTL team, managing the Community engagement and identifying broad trends and gaps to ensure a consistent and successful customer experience. You will proactively escalate issues, observations, opportunities, and insights to the appropriate teams.
Primary responsibilities:
Raise the Community expertise of our Partner Technical Lead staff by providing timely, technical, and social media mentoring.
Identify issues, patterns and trends across the ecosystem that helps to foster a sense of community to encourage customer engagement.
Identify & offer solutions for breaking down barriers between customers & Microsoft. This includes identifying needs that aren’t being met from the customer’s perspective & being involved in the discussion as to whether the needs are valid, can be met and if they will benefit the organization as a whole.
Stay up to date on new tools, best practices and how other organizations and companies are using them, so that the company can continue to be an early adopter of these technologies.
Develop and drive initiatives to ensure that our community reach is both effective and consistent with the organization’s image and overall communications and support strategy.
Conduct search engine and keyword research including cataloging and indexing target keyword phrases to promote discoverability and usability of resources for our agents and customers.
Take an active role in challenging and suggesting enhancements to existing processes.
Identify threats and opportunities in user generated content surrounding the Windows Live brand.
Analyze available metrics to gauge customer satisfaction and determine how customers value the community experience.
This role will require you to provide leadership to the support organization through mentoring with support staff, through issue deconstruction and analysis, then documenting problem solutions for improved customer issue handling and resolution. You will be responsible for sharing key learnings and best practices across the organization to gain efficiencies and increase customer reach and loyalty.
This job may be required to travel internationally and may require 24x7 availability.
Qualifications and Job Criteria:
The ideal candidate will have a four year degree in Computer Science, Web Development, Communications, or Marketing and a minimum of one year of technical support experience or equivalent work experience. Candidates must also have strong customer service focus, demonstrated problem solving, strong communication skills (written and spoken), and the ability to work in a fast moving team environment.
A strong understanding of the social media universe and knowledge of search-engine optimization and basic keyword research is preferred. MCS or related certification is also a plus.
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://blogs.msdn.com/peoplefirst.
Details
Location: Seattle, Washington United States
Type: Full Time
Posted: 10 Feb 2010
Contact Information
Email: v-kelams@microsoft.com
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