Support Escalation Management - CTJ - Top Secret

Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Collaboration Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear. Engages with engineering teams and/or operations teams to identify the right resource. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues. Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope. Contributes to best practices to support the customer experience. Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience. Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 per year. 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. These requirements include, but are not limited to the following specialized security screenings: The successful candidate must have an active U.S. Government Top Secret Security Clearance. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification:

This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Citizenship & Citizenship Verification:

This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance 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. Must currently reside in the DC metro area.