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Job Title

Microsoft Defender

Department

Customer Support

Level

-

Location

Amman, Jordan

Role Description

  • Responsible for the customer support experience with Microsoft
    • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
    • Identify cases that require escalation (either technically or strategically).
    • Create and maintain incident management requests for the product or engineering group.
    • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve the customer/engineer experience.
    • Provide ramp activities, knowledge sharing, technical coaching, and mentoring.
    • Drive technical collaboration and engagement outside of CSS (Product Engineering Teams, Services, Support/Regions) 
    • Lead or participate in building communities with peer delivery roles; may be workload- or specialty-specific

Required Skills

  • Demonstrated fast learning skills.
  • Strong collaborative and extensive cross-group coordination skills
  • Proven customer service skills supporting external and/or internal customers in an enterprise environment
  • Great phone presence and documentation abilities. Excellent executive communication and critical situation management skills
  • Excellent documentation skills and the ability to translate complex technical processes into simple-to-follow written guides
  • Previous experience working in a large, complex, highly matrixed global organization is preferred.
  • Ability to work in a high-paced environment

Qualifications & Certificates

  • Excellent proficiency for written and oral communication in French, German, Italian, or Spanish