Apex Systems
Marketing Engineer
Apex Systems, Redmond, Washington, United States, 98052
Title : Showcase (Marketing) EngineerContract : 12+ Month Open-Ended W2 Contract (Multi-year engagement)Location : Hybrid 1-2 days in office each weekShift : M-F regular business hours (day)Rate:
$25-28 an hour dependent on experienceSummary:We are
a team of dynamic individuals passionate about shaping the customer support experience. Our knowledge and understanding of the customer-advocate environment is our greatest strength. We work to identify key opportunities aiming to close the gap between what customer support is now, and what customer support can be in the future. We are both disrupters and advocates for our customers, products, tools, and processes while influencing and creating impactful changes.The depth of expertise represented in Showcase spans five lines of businesses: Surface, Accounts and Billing, Xbox, Office, and Windows. Between these lines of businesses, we help the client support transform in ways that matter most to our customers, delivery partners, and peers. Our comprehensive approach towards this transformation is achieved through three pillars:
immersion, incubation, and innovation.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.Contribute to improvement the overall support experience for any technical support professional solving for client issues in the world (advocates) by writing and updating technical documentation.Core Responsibilities:Scope a customer's issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.Act internally as a customer advocate.Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.Advise customers on how to gain additional value from their Microsoft products.Document your technical work and research to help your colleagues, improve the product, and improve the support experience.Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
$25-28 an hour dependent on experienceSummary:We are
a team of dynamic individuals passionate about shaping the customer support experience. Our knowledge and understanding of the customer-advocate environment is our greatest strength. We work to identify key opportunities aiming to close the gap between what customer support is now, and what customer support can be in the future. We are both disrupters and advocates for our customers, products, tools, and processes while influencing and creating impactful changes.The depth of expertise represented in Showcase spans five lines of businesses: Surface, Accounts and Billing, Xbox, Office, and Windows. Between these lines of businesses, we help the client support transform in ways that matter most to our customers, delivery partners, and peers. Our comprehensive approach towards this transformation is achieved through three pillars:
immersion, incubation, and innovation.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.Contribute to improvement the overall support experience for any technical support professional solving for client issues in the world (advocates) by writing and updating technical documentation.Core Responsibilities:Scope a customer's issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.Act internally as a customer advocate.Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.Advise customers on how to gain additional value from their Microsoft products.Document your technical work and research to help your colleagues, improve the product, and improve the support experience.Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.