Partner Technical Advisor verified_user
Verified experience
Microsoft
Dec 2021 - Apr 2024 (2 years 5 months)
Provide high technical knowledge to Delivery Partners to help in their daily work as Support Engineers. Participate in training and interviews for new hires and engineers aspiring a higher-level position. Administrative tasks such as reviewing metrics including customer satisfaction (CSAT), case volume, case age per support topic, opportunity areas according to the number of cases per support topic, plan and execute methods to increase metrics and provide better results, analyze bad and good patterns that could be potentially improved for a better performance. Also, assist in executive level case escalations, helping to recover customer confidence with Microsoft by being professional and empathic with them, providing the best support experi
