In-Demand Application support manager Jobs in Canberra, Act

Support Escalation Manager
Microsoft —Canberra ACT
- Full-time
- Azure
- Management
- Customer service
Residential Care Officer
Access Lifecare —Canberra ACT
- $70,000 - $80,000 an hour
- Full-time
- No degree
- In-person
- Care plans
Quick Apply
Capacity Manager
Leidos —Canberra ACT
- Full-time
- No degree
- Annual leave
Test Analyst
CSIRO —Canberra ACT
- $100,103 - $113,251 a year
- Part-time
- No degree
- Communication skills
14d
Executive Assistant | Full-time Permanent
Health and Community Services —Canberra ACT
- $86,750 - $93,416 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
8d
Operations Assistant
Environment Protection Authority —Queanbeyan NSW
- From $83,223 a year
- Full-time
- Working with children
- Recruiting
- In-person
11d
Senior Communications Manager
Raytheon —Canberra ACT
- Full-time
- Marketing
- Writing skills
- Bachelor's degree
Data Center Technician (DCT) Manager
Microsoft —Canberra ACT
- Weekend availability
- Computer science
- Azure
- Computer Science
ITSM Specialist - Service Level Manager
Leidos —Canberra ACT
- Full-time
- Annual leave
Programs Facilitator | Full-time Permanent
Justice and Community Safety —Canberra ACT
- $102,657 - $116,592 a year
- Weekend availability
- Communication skills
8d
SAP HCM European Payroll Support, Manager
Strada Global —Canberra ACT
- Computer Science
- English
- Bachelor's degree
- Health insurance
- Annual leave
Integrated Logistics Support Manager
Nova Group —Canberra ACT
- Full-time
- ERP systems
- Health insurance
- Parental leave
Facilities Coordinator – Emergency Management
DAG-Jones Lang LaSalle (ACT) Pty Ltd —Canberra ACT
- Full-time
- Remote
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick Apply
Resource Planner
Nova Group —Canberra ACT
- Full-time
- Microsoft Excel
- Analysis skills
- Health insurance
- Parental leave
Deputy Residence Manager
Australian National University —Canberra ACT
- $124,392 - $133,017 a year
- Full-time
- University
- Annual leave
- Parental leave
11d
Engineering Manager
Smart Communications —Canberra ACT
- Azure
- AWS
- Analysis skills
- Gym membership
APS5 Communications Officer
Administrative Review Tribunal —Greater Canberra ACT
- $88,834 - $96,829 a year
- Full-time
- Remote
- Writing skills
- Research
- Organisational skills
9d
Product Manager
Accenture —Canberra ACT
- Full-time
- Analysis skills
- Product management
- Agile
- Parental leave
Senior Account Manager
ACM Media —Canberra ACT
- $110,000 a year
- Full-time
- Google Suite
- Sales
- Microsoft Office
- Parental leave
- Employee assistance program
ILS - Integrated Logistics Support Manager
Horsell —Canberra ACT
- Full-time
- Hybrid work
- Management
- Communication skills
Quick Apply

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Support Escalation Manager

Microsoft -
Canberra ACT

Apply Now

Job Details

Full-time

Qualifications

Azure
Management
Customer service
Master's degree
Bachelor's degree
Security
Business

Full Job Description

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
Vendor Relationships: Own and lead relationships with outsource vendors.

Qualifications

Required Qualifications:

Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
o OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
o OR 9+ years technology industry, customer service, or related experience
o OR equivalent experience

Additional Required Qualifications:

Australian Citizenship REQUIRED
Experience working with Microsoft products and services.
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Prior Incident and escalation management experience
Proficient in C-level stakeholder management

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process.

Apply Now

Refine Your Search

application support manager jobs in canberra, act

Support Escalation Manager

Residential Care Officer

Capacity Manager

Test Analyst

Executive Assistant | Full-time Permanent

Operations Assistant

Senior Communications Manager

Data Center Technician (DCT) Manager

ITSM Specialist - Service Level Manager

Programs Facilitator | Full-time Permanent

SAP HCM European Payroll Support, Manager

Integrated Logistics Support Manager

Facilities Coordinator – Emergency Management

Resource Planner

Deputy Residence Manager

Engineering Manager

APS5 Communications Officer

Product Manager

Senior Account Manager

ILS - Integrated Logistics Support Manager

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