Qualifications

• Good knowledge of Microsoft 365 identities and provisioning
• Knowledge and understanding of Microsoft 365 Subscription Admin roles
• Good understanding of Commerce mechanisms (Payments, Credits, Refunds, Invoices and Credit Cards, Volume Licensing and other purchase channels)
• Good understanding of Microsoft’s cloud offerings
• Some knowledge of SAP
• 2 Years of Commerce or related Office 365 experience
• Ability to adjust to an agile environment
• Good collaborative and leadership skills

Job Scope and Requirements

• Troubleshoot and provide initial triage and investigation of customer cases from frontline support. 
• Escalate to multiple Commerce product Groups and Engineering teams as needed through approved escalation paths
• Act as liaison between frontline support and engineering teams / Business Group.
• Competently represent the Tier 3 team with Executive level management on high stakes escalations.
• Participate in Teams POD model answering questions from Frontline and other Technical Support teams
• Assist in the resolution on any support escalations, that requires Commerce Engineering
• Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.
• Keeping up to day on all of your cases and making sure they are within SLA
• Professional communication on owned escalations and customer ready responses
• Ability to take ownership and drive cases/projects to completion