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Job Description
Structured overview of role & requirementsAbout This Role
Lead delivery partner (DP) escalation quality initiatives focused on reducing and streamlining L2 Microsoft PTA/SEE escalations and decreasing days-to-close.
Manage end-to-end predefined escalation scenarios and oversee emerging workload trends and customer-impacting incidents within the DP.
Provide technical coaching and mentoring to DP team members and lead next-level triage to proactively unblock cases before escalation to Microsoft PTAs/SEEs.
Minimum Requirements
Minimum 3+ years product, customer support, and/or technical support experience.
Fluent in English reading, writing, and speaking.
Demonstrated experience with M365 technologies, preferably MS-900 certification.
Experience with Exchange Online architecture, mailbox management, migrations, compliance features, and related troubleshooting tools.
Ideal Candidate Profile
Strong senior-level knowledge across Microsoft Teams and Exchange Online technical disciplines with ability to stay updated on workload features and industry trends.
Experience driving escalation quality management, coaching technical teams, and managing high-priority customer escalations.
Comfortable working closely with Microsoft PTAs/SEEs to improve diagnostic tools and escalate complex cases while promoting AI-driven support tools such as Copilot.