Overview

In this role, you will take part in Security Issues Response Management (SIRM) by Proactively and Reactively responding to customers questions on support channels to deflect cases away from support. The Support Channels in scope right now are Social or Community Channels. You will also take part in projects and initiatives that improve the team’s efficiency, embrace learning and change management.

Key responsibilities include but not limited to :

• Engage directly with developers and customers (IT professionals, et.al) within Communities and Social Channels such as Microsoft Q&A, Stack Overflow, X & Reddit to provide timely and thorough assistance.
• Gain insights into how our customers and developers use Microsoft Security products and services to inform business and development teams effectively.
• Proactively identify and address customer needs, communicate trends to leadership, and propose innovative solutions.
• Collaborate with Engineering and other cross-functional teams to address specific user-related issues and bugs.
• Build prototype tools and models for analyzing customer issues data with the aim of enhancing operational efficiency.
• Serve as a tireless advocate for our customers, identifying areas for improvement and taking appropriate action.
• Develop quick-start and how-to guides to facilitate customer comprehension of intricate product scenarios in addition to ensuring consistent and high-quality support standards.
• Learning it all, Innovating and pushing the boundaries for what is possible today for the benefit of our customers and Microsoft.

Other

Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect