Role: SMB Ranger
A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives.
As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.
What You Do
Responsibilities
• Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2).
• Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs).
• Escalations that fall below expected standards are shared with Rangers for remediation/feedback.
• Provide technical coaching and mentoring to DP team members at all skill levels.
• Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .
• Create and curate vendor-owned articles and internal documentation.
What You Need
Preferred Qualifications, Abilities and Experience
• Demonstrated experience of M365 technologies (Preferably MS 900 Certification)
• Hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies e.g.: Cisco, Avaya, Ribbon, etc. (MS 700/MS 721 or equivalent)
• Experience troubleshooting Microsoft Teams meetings and live events.
• Experience troubleshooting Microsoft Teams voice issues.
• Experience troubleshooting federation issues.
• Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On.
• Understanding of networking technologies (e.g., protocols such as HTTP, TLS, TCP/IP, DNS, or knowledge related to web servers/browsers).
• Troubleshooting experience using tools such as Fiddler, HTTP Watch, Netmon, or IE Developer Tools.
• Knowledge of Teams Devices
• Knowledge of Virtualization
• Knowledge of Skype for Business hybrid deployments.
Qualifications
Required/Minimum Qualifications
• 3+ years prior product, customer support and/or technical support experience.
• Language Qualification: English Language: fluent in reading, writing, and speaking.
• 3+ years prior product, customer support and/or technical support experience.
How You Do It
• Technical Expertise & Continuous Learning
- Demonstrated senior knowledge across Microsoft Teams technical disciplines.
- Staying updated, understand latest workload features, roadmap & industry trends.
- Experience testing and validating self-service tools to optimize user experience.
- Partnering with Microsoft PTAs/SEEs to provide feedback on new diagnostic tools and feature releases.
• Customer Service Excellence
- Proven ability to handle high-priority escalations with exceptional service.
- Ability to advocate for customers by sharing insights for product improvement.
- Strong trend analysis skills to anticipate and mitigate potential problems.
• AI Innovation & Decision Making
- Ability to promote/coach Copilot and other AI support tools used for analysis and deflection.
- Demonstrated ability to drive process and workflow enhancements.
- Passion for integrating AI-driven solutions across daily operations.
• Advocate Support
- Technical coaching & mentoring for L1 & L2, developing skills and extending knowledge.
- Ability to lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .
- For predefined workload scenarios, manage end-end escalations using tools, diagnostics and continuous collaboration, enabling cases to be resolved at the delivery partner.
- Ensure escalations meet quality standards including template adherence, scoping and transition to Microsoft PTAs/SEEs.
- Create and develop knowledge resources, including advocate guides, TSGs and training materials.
- Analyse volume drivers to identify trends, themes and areas for technical investment.
• Customer Contact
- Manage high-priority escalations and ensure exceptional customer service.
- Support GetHelp/exec escalations with technical advice and guidance.
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