Job Description

We are looking for a Customer Service Desk Analyst who will be in charge of managing inbound replies regarding product questions and issues from strategic Microsoft Partners. This opportunity will help you develop a deep understanding of the platform’s features, policies, tools, and workflows. We will expect you to act as domain expert and point of contact for stakeholders.

• Lead bug triage, troubleshooting, and the collection of user feedback.
• Investigate and resolve issues thoroughly and turn around any incidents or negative trends in operational work.
• Analyze user trends and client support inquiries in various regions to evaluate growth opportunities.
• Provide real-time elevated, white-glove support service to partners via email.
• Facilitate training overviews for relevant service teams.
• Collaborate with internal and external stakeholders to develop solutions and expand processes.

Required Knowledge, Skills, and Abilities

• Ability to communicate thoughtfully, expertly with customers, and you can solve problems collaboratively and proactively.
• You are an exceptional writer, particularly short form, plus you’re proficient in editing and have superior grammar skills.
• Innovative and don’t shy away from a challenge.
• You think proactively to anticipate customer needs and offer solutions to improve the customer experience.
• Driven, a self-motivator who asks questions and dives in to help where needed.
• Comfortable working independently or collaboratively in a fast-paced environment.
• Ability to exercise judgment in escalating issues as needed.
• You have a background in a customer success environment. 
• Excellent English reading, writing, and speaking skills.
• Strong customer focus, be accountable for customer incidents end to end.
• Strong problem-solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Solid understanding of web-based technologies.
• Ability to multitask.