Jobs (Current Openings)
Support Escalation Engineer India– M365 Commerce
- Good knowledge of Microsoft 365 identities and provisioning
- Knowledge and understanding of Microsoft 365 Subscription Admin roles
- Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards, Volume Licensing and other purchase channels)
- Good understanding of Microsoft’s cloud offerings
- Some knowledge of SAP
- 2 Years of Commerce or related Office 365 experience
- Ability to adjust to an agile environment
- Good collaborative and leadership skills
Job Scope and Requirements
- Troubleshoot and provide initial triage and investigation of customer cases from frontline support.
- Escalate to multiple Commerce product Groups and Engineering teams as needed through approved escalation paths
- Act as liaison between frontline support and engineering teams / Business Group.
- Competently represent the Tier 3 team with Executive level management on high stakes escalations.
- Participate in Teams POD model answering questions from Frontline and other Technical Support teams
- Assist in the resolution on any support escalations, that requires Commerce Engineering
- Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.
- Keeping up to day on all of your cases and making sure they are within SLA
- Professional communication on owned escalations and customer ready responses
- Ability to take ownership and drive cases/projects to completion
.Only qualified applicants will be contacted.