escalation analyst/advanced capability advocate.

Become a vital part of a dynamic team, solving challenging technical issues and providing exceptional customer support!■About the companyOur client is a leading technology company renowned for its commitment to cutting-edge solutions and exceptional customer experiences. They foster a collaborative and supportive work environment where continuous learning and professional growth are encouraged.■Role & ResponsibilitiesAs an Escalation Analyst, you will be the go-to expert for resolving complex technical issues related to Microsoft products and devices. You will interact directly with customers, providing empathetic and effective solutions while adhering to strict service level agreements. You will work closely with internal teams to address systemic faults, analyze trends and identify areas for improvement. This role requires a passion for problem-solving, strong communication skills, and the ability to maintain composure in challenging situations. You will investigate and diagnose issues, escalating them to Microsoft support teams when needed. You will utilize internal tools to implement resolutions and document issues thoroughly. You will own the resolution and customer experience end-to-end.■Main tasks include・Diagnose and resolve complex technical issues related to Microsoft products and devices within defined SLAs.・Gather information from customers via phone and email.・Engage with internal Microsoft support and operations teams to resolve systemic issues.・Investigate emerging issues and contribute to process improvement initiatives.・Communicate effectively with partners and internal teams.・Adhere to contact timeframe expectations.・Identify and address sources of customer dissatisfaction.・Use internal tools to enact resolution.If you are interested in this position and meet the minimum requirements, please apply. We look forward to hearing from you!#LI-Hybrid

求められる経験
■Requirements
・Proven experience in customer service, technical support, or a related field, using a ticketing system.
・Exceptional written and verbal communication skills, with the ability to empathize with customers.
・Strong analytical and problem-solving skills.
・Ability to manage multiple tasks and prioritize effectively.
・Experience working with internal and external stakeholders.

保険
健康保険　厚生年金保険　雇用保険

休日休暇
土曜日　日曜日　祝日

給与
年収800 ～ 1,200万円

賞与
-
雇用期間
期間の定めなし