Provide technical support and advice to customers, helping them maximize their Microsoft 365 subscriptions. Address technical support requests-tickets from customers who subscribed to a Microsoft 365 trial, utilizing troubleshooting knowledge and tools to resolve issues. Engage with customers to understand their needs and guide them toward perpetual subscriptions, increased workload usage, and higher license consumption.
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This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple Mainframe products/ solutions and underlying technologies. Engineers are expected to deliver a superior customer experience using empathy, expertise, value, and speed. The role includes mentoring less-experienced team-members, identifying training needs, and proactively preventing customer issues. It requires strong customer service, communication, and technical leadership skills.