Azure Cloud Support

Help customers adopt the services by providing œlite advisory

support on migration, architecture, development, and deployment topics by answering simple how to questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint. 

Identify incident trends (by customers) and help customers with root-cause analysis of these trends as able based on required access to tools, reports and teams 

Help drive improved support CPE for customers using Microsoft Azure 

Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources 

Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (Worldwide). 

As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones. 

Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met 

Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets 

Create and deliver new IP for Professional Direct (i.e. webinars, tips & tricks, takeaways) 

Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft

Listen to and communicate the voice of the customers within Microsoft 

Provide training and documentation feedback, updating role documentation as needed