Partner Advocate

hace 7 días

Guadalajara, México SMX USA A tiempo completo

The Frontline Partner Advocate is responsible for being the first point for contact for partner queries and obsessing over their needs while delivering a world-class engagement experience and resolving their issues quickly and completely.

Shared Culture \ Soft Skills- Culture
- Consultative. Great listeners, and problem solvers for each unique customer challenge.
- Influential: Motivated to encourage positive customer behavior change and impact.
- Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.
- Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services.
- Resilient. Bounces back from, grows and thrives during challenges, change and adversity.
- Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.
- Soft Skills
- Excellent language skills (native/near native) both written and verbal in the language they support. Good basic English skills desired.
- Strong active listening skills
- Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer's expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly
- Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer.
- Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).
- Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer.
- Technical knowledge: Passion for Microsoft Product and Services
- Help customers Client, buy, use, and love Microsoft products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end
- Ability to efficiently navigate multiple open windows and monitors
- Confidence and competence to stay on task in a demanding fast-paced environment
- Base Experience
- Experience with Microsoft Office products, especially Excel
- 6 months customer support, service or sales experience

Role Relevance Common Capabilities- Education
- BA/BS degree or equivalent work experience is a plus (preferably in the online advertising industry)
- Preferred to complete required Microsoft Technical Certification (MCP certification) in 4-6 months
- Experience
- Minimum 1 year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required.
- Skills
- Curious, creative and capable of critical thinking
- Advanced problem-solving skills and the ability to understand customer needs to own the solution
- High level of confidence working with decision makers in a business environment
- Genuine ability to build relationships
- Successful multi-tasking and swift adaptation to change
- Positive and professional attitude in difficult situations
- Natural empathy towards frustrated, distraught and even angry customers
- Passion for learning and advancing both technical and soft skills
- Strong active-listener who asks probing questions to uncover problem's root cause
- Excellent written and verbal communication skills with ability to articulate accurately and efficiently
- Demonstrate the ability to Influence
- Strong active listening skills, able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will solve customer problems.

Specific Capabilities- Experience\Business Skills
- Answer incoming inquires via any applicable support channel (phone, chat, online submission, etc.
- Conduct proactive outreach to partners either as part of an open case or for a campaign as needed
- Capture timely, accurate and clean Commercial and Partner data understanding that incorrect data limits our ability to understand partner pain points and resolve both system and policy issues
- Actively listen and engage in all conversations remembering that they are serving as a corporate spokesperson
- Effectively uses provided delivery tools, processes, and methodologies consistently in order to control deliveries in a repeatable way.
- Tracks risks and issues and ensures that his or her portion of deliveries are accurate, on time, and within agreed scope.
- Follows up consistently and intentionally, and develops action plans for resolving customer escalations
- Help drive partner satisfaction by providing accurate information, prompt call backs, and timely follow-ups on all action items.
- Other
- Communicate effectively and le

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