Program Manager Tech 2/Redmond, WA (Remote-10+ months Contract)

Position: Program Manager Tech 2 Location Requirements: Remote Monday - Friday 40hr/ week Duration: 10 months

Job Description

Typical Day in the Role

Purpose of the Team: The purpose of the Partnerships team in skilling is to be responsible for the growth of the Microsoft internal learning platform
Key projects: This role will contribute to integrating the Microsoft learned content into the customer ecosystem. Providing support for internal Microsoft partners and employees with technical support, and creating a centralize path for solutions.
Typical task breakdown and operating rhythm: The role will consist of the following,
85% Processing ticketing system requests
15% integrating feedback and questions in to framework
Partnering with team to provide recommendations / reviewing surveys to improve self-services option
Collaborating and strategizing to improve process
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Candidate Requirements

Years of Experience Required: 2-4 overall years of experience in the field.
Degrees or certifications required: No degree is required to be eligible for this role.
Disqualifiers: Candidates with entry level experience will not be eligible for the role.
Best vs. Average: The ideal resume would contain demonstrated program manager experience and technical support experience. The resume should quantify the number of people they have supported, the team is looking for someone who has managed a team of 20-50. Experience working in the online learning space, in any capacity, and has a passion to help people learn.
Performance Indicators: Performance will be assessed based on meeting deadlines, feedback and quality of work.
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Top 3 Hard Skills Required + Years of Experience

Minimum 2 years experience with Azure DevOps
Minimum 4 years experience with API Tools Proficiency - Experience using API request tools such as cURL or Postman2
Minimum 4 years experience with technical support
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Hard Skills Assessments

Expected Dates that Hard Skills Assessments will be scheduled: ASAP
Hard Skills Assessment Process: The assessment process will include 1 panel round
Required Candidate Preparation: Candidates should have general preparedness prior to the assessment.
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Who we are:

Our team contributes to customer success by effectively identifying and delivering relevant content that supports Microsoft customers and contributes to the growth of the Microsoft Learn platform. Our mission is to foster strong, mutually beneficial partnerships through a deep understanding of customer needs and insights. We engage and educate on our Skilling assets, ensuring they align with and support the goals of our product teams and developers across Microsoft.

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Role Description:

The ideal candidate will play a key role within our tiered support framework for Integrators that are internal Microsoft employees. Responsibilities include: addressing inquiries that employees weren't able to resolve through self-service materials, creating & maintaining detailed Microsoft Learn documentation, identifying tactics to enhance troubleshooting efficiency to drive improvements in the support experience, facilitating the process of gathering and prioritizing feedback from employees, and as needed, generating escalation requests to the next support tier for inquiries that are outside of the knowledge domain and resources available to the vendor.

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Key Accountabilities:

First-Line Support to troubleshoot and provide issue resolution:

Serve as the initial point of contact for internal Microsoft employees seeking technical assistance with their integrations to Microsoft Learn
Respond to support requests via phone, email, Teams chat, in a timely and professional manner.
Gather relevant information from users to accurately diagnose and troubleshoot their integration issues.
Leverage the self-service materials to walk employees through the solution(s) (navigating on Microsoft Learn) to resolve issues.
Escalate complex or unresolved issues to Tier 2 support team with detailed information on the solutions provided and the reason for the escalation.
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Documentation and Knowledge Sharing:

Create and maintain detailed documentation to enhance self-service materials available to users.
Oversee the Microsoft Learn product documentation portfolio to ensure the necessary content exists and meets the hygiene requirements.
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Customer Support and Communication:

Provide exceptional customer support by demonstrating empathy, patience, and professionalism when interacting with employees.
Communicate technical information effectively to non-technical users in a clear and understandable manner.
Follow up with users to ensure their integrations issues have been resolved satisfactorily and feedback form has been sent.
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Adherence to Policies and Procedures:

Adhere to company policies, procedures, and service level agreements (SLAs) to meet performance targets and ensure consistent service delivery.
Maintain confidentiality and data security
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Skills needed:

Record of su