Role & responsibilities
Experience in Partner Programs
Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
Drive customer recovery across all products, services, and customer support scenarios such as Azure, Windows, Office 365, Active

Directory, Networking etc., Specialization may occur based on expertise and business need.
Advocate for the best resolution possible for the customer while balancing policy and interests through exception management.
Mentoring and consultation with team members
Documentation of customer issues for further analysis by the business.
Identifying reoccurring or emerging issues and escalating to the appropriate channels.




Work closely with Supportability Program Managers, Technical

Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
Contribute towards the identification, documentation and elimination of root cause.
Identify prospects to provide a better customer experience
Triage and case assignment as needed
Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
Engage escalation path for consultations and exception approvals per process
Share knowledge and leverage the ideas of others to help the team grow and develop

📌 Relationship Manager Gurugram (India)
🏢 Launch IT Consulting
📍 India