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Showcase Support

2 months ago

Redmond, United States Apex Systems Full time

Job title: Showcase Support (Engineer)

Location: HYBRID-local candidates to Redmond WA who can come onsite 2 days/week (this is required).

Type: Contract

Contract length: 18 months

Interview process: 1-2 virtual interviews

Citizenship: USC or GC holder (be able to work on w2)

Screenings: background once hired

Pay: starts at $24/hour (little flex-max is $28.36/hour)

Start date: ASAP- 2 weeks from IV or less (IV's Friday 9/6 and Wed 9/11)

+: weekly pay, benefits, 15 days of PTO a year (starts accruing day 1 (1.5 hours added a week-can use after 90 days).


Candidate Requirements:

  • Advertising, sales, etc. customer facing sales experience |0-3 years
  • MSFT office products experience – outlook | 0-3 years
  • Online advertising experience |0-3 years
  • Need superb candidates who want to and can talk to a customer, willingingly, cheerful personality, and proactive communicator.
  • Collaborative, kind, empathetic, accountable, problem solvers and driven. People who are MOTIVATED
  • CANNOT be nervous to talk to customers on the phone
  • We need candidates with some experience/ understanding of "search advertising" ability to be accountable and what is asked of them-okay with first or second job out of college or recent internship concluded
  • Optimizing ad accounts (providing services) with proactive touch points vs reactive. Ex: customer – insert the client's name (redacted)-- and they were spending tons of money on ads for mobile and they redirected them to move that money to desktop advertising vs mobile screen and it was a huge success
  • They support publishers who have blogs and content sites who want to have them run ads on the website. Also write content for knowledge base articles and training content for internal teams


+It is not required to have advertising but nice to have, also likes people with customer support backgrounds.

+Sales backgrounds is great


• Disqualifiers – Too much technical experience (5 years+ is too many), this is a sales role within the tech space

• Best vs. Average – Telesales background, able to be a self-starter and pivot focus. Strong presentation and communication skills/presence. Understands advertising and has confidence in selling the product. Someone who has experience working with online ad portfolios (Facebook, Amazon, YouTube, Google ads, etc.),


About the team and role:

This team is responsible for optimizing ad accounts (providing services) with proactive touch points vs reactive. This team will also be responsible for writing content for knowledge base articles and training content for internal teams


Ex: Were working with a large client and they were spending tons of money on ads for mobile and they redirected them to move that money to desktop advertising vs mobile screen and it was a huge success


another ex: They support publishers who have blogs and content sites who want to have THEM (client we are recruiting for) run ads on the website


CSS Showcase is 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 Microsoft 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 Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base.


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.
  • 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 Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base.


Who the ideal candidate is:

  • Empathetic: you use empathy to listen and communicate with customers and are able to put the customers’ need first even in situation of stress. You are a peace maker in situation of urgent need for help. You also anticipate additional customers' needs and can think about additional services you can provide to create the ultimate customer satisfaction, leading to Microsoft fans.

These additional Professional and technical capabilities are required for success:

  • Trouble-shooting: you have 1+ year experience in trouble shooting working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies. “For example: Desk Microsoft Store Support or Geek Squad Best Buy Support or any other comparable support online or in person”
  • Personal Training: you have experience explaining or teaching Microsoft products, acquired either over your IT education or mentoring others or demoing to customers.
  • English Language: fluent in reading, writing and speaking. If English is not your native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)


What you'll be doing:

Support Engineers (SE) serve as technical resources for CLIENTS customers and partners via phone, email and web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.You will be part of a team responsible for providing an outstanding technical support experience to our consumer and commercial customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.


  • The impact you will have:Represent CLIENT and communicate with consumer customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products, by providing frontline triage meetings and support.
  • Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. This is handled through escalations from our frontline partners.
  • Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.


Your team:

CSS Showcase is 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 Microsoft 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.