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Check with seller Customer Web Sales and Support Chicago

Published date: April 3, 2022
  • Location: Chicago, Illinois, United States

Microsoft is on a mission to empower every person and organization on the planet to achieve more. Operating in four countries across 40+ Hub locations, Microsoft Store Direct Sales and Support serves small and medium businesses, educators, and consumers through personalized sales, end-to-end solutions, customer success training, and on-demand virtual support. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Builds a trusted advisor relationship for digital channel consumer, SMB, and EDU customers and shares features and benefits through live demonstrations of Microsoft products and services through webchat, video, and phone. Probes to obtain customer goals, identifies aligned solutions, favorably positions Microsoft products, obtains the customer's buy in to close the sales, and places the order. Collaborates with Commercial and Consumer sales experts and digital channel teams to support Microsoft product and digital customers by taking support escalations; proactively reviews any existing customer feedback to identify the root causes; consults with customers to understand the issues. Applies support knowledge and leverages existing plans to map solutions to the customer issues in order to solve problems.

Responsibilities

Sales Execution

Leads the operation of a Center of Excellence (CoE) program in a focus area or for
Builds a trusted-advisor relationship for multiple simultaneous digital channel consumer, small-to-medium businesses (SMB), and education (EDU) (e.g., educational institutions, educators, school districts) customers through Webchat, video, and phone; actively listens with an enquiring mindset, shares features and benefits through live demonstrations of Microsoft products and services.
Using fundamental product knowledge and value proposition to humanize and customize to deliver the Microsoft solution to the digital solution across Commercial and Consumer, and positions products favorably in light of Microsoft's brand and current key differentiators within the market to further drive sales.
Obtains customer goals through targeted questioning, identifies solutions that align with their goals, positions Microsoft products favorably, obtains the customer's buy in to close the sales, and places the order with the expectation of increasing average order value (AOV).

Achieve Targets

Applies methods for providing services that meet and exceed customer expectations; meets personal and team sales goals, and handles unique customer engagements and customer service levels (e.g., customer satisfaction); receives positive peer and manager feedback (via Connect); meets or exceeds digital assist revenue goals; meets or exceeds expectations for customer touchpoints.

Support

Supports Microsoft product and digital customers by taking support escalations; proactively reviews any existing customer feedback to identify the root causes; engages and consults with customers to understand the issues they are facing.
Applies a fundamental support knowledge and leverages existing plans to map solutions to the customer issues in order to solve problems. Works through obstacles and acts proactively with urgency on behalf of our customers.

Collaboration

Collaborates with Commercial and Consumer sales experts and digital channel teams to provide pre-sales support to answer complex questions and post-sales support to ensure adoption of a full range of solutions.

Learning

Completes all required training and obtains relevant product and role certifications aligned to the role and workload/industry; proactively asks for help and is open to feedback and coaching from managers and teammates; seeks essential knowledge of sales and support techniques and Microsoft products.

Other

Embody our culture and values
May perform other duties as assigned.

If you are assigned to a location with a Microsoft Experience Center (MEC) or Company Store (ECS), a portion of your time may be spent serving customers in the MEC or ECS.

Qualifications

Required/Minimum Qualifications

High School Diploma/GED AND 1+ year(s) experience in sales, customer service, or customer support related roles
OR equivalent experience.

Additional or Preferred Qualifications

High School Diploma/GED AND 3+ years experience in sales, customer service or customer support related roles
OR Bachelor's Degree
OR equivalent experience.

Disclaimer:
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#DirectSalesAndSupport

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