Help customers adopt the services by providing advisory support on architecture, development, and deployment topics by answering simple how to questions and for more complex asks, pointing customers to the best MS self-service resources available online.
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 Power Platform services
Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Power Platform onboarding self-service resources
Serve as the primary contact for Professional Direct for Power Platform 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 Power Platform 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.