(Microsoft) Tier 3 Senior Escalations Engineer
7001 State Highway 161
• Handle inbound and outbound escalations/exceptions and concerns from customers in a call center setting. • Identify and resolve basic and complex issues related to Microsoft products and policies within Microsoft guidelines.• Daily use of: Windows, Word, Outlook, and Excel. • Experienced in Billing, Password Reset, Unauthorized Access, Microsoft Accounts Management.• Daily use of data analysis to provide customers with accurate and consistent problem-resolutions.• Assist in training new agents, and help provide continual support and knowledge to existing tenured agents to reduce the Xbox service request back log. (As a result, the service request back log in 2012 went from thirty thousand requests with a 30-day resolution delivery to a few hundred requests and a 24-hour resolution delivery for all Xbox customers).• Manage customer’s accounts to resolve issues that may be received while assessing Microsoft accounts.• Provide Microsoft account support for Xbox, Skype, windows phone, surface tablets, and windows pc worldwide.• Experience developing confidence with challenging customers by effectively resolving issues within company guidelines.• Daily use of social analytics to protect Microsoft from customers who attempt to defraud the company as well as protect customers from potential risk of account theft.• Works with program engineers to resolve internal tools issues.
