IT Technical Support Full Time

Microsoft Store is central to Microsoft’s mission to empower every person on the planet to achieve more. The flagship Microsoft Store in London will be the first of its kind in the UK and will deliver the world-class retail experience our customers know and love. From hands on experiences with innovative technology to unique programmes, this will be the best place for the London community and visitors to experience all that’s possible with Microsoft.

Role Summary

Our Instore IT Technical Advisors also known as Service Advisors showcase and interact with Microsoft devices and software, providing world class service at our Answer Desk in-store. Through these customer engagements, Services Advisors help both consumer and business customers to see what is possible with technology, ultimately empowering them to achieve more through one to one support, personal training sessions, and small group workshops.

Come as you are

Microsoft Store is the public face of Microsoft and, as a Microsoft Retail Store employee, you have the unique opportunity to impact our company’s mission every single day. At the flagship Microsoft Store in London, we will create and cultivate meaningful connections one customer at a time. From empowering small businesses and entrepreneurs to succeed and grow to fostering creativity and collaboration for students, teachers and parents through free STEM and digital skills experiences, or, engaging and building communities with gaming and esports fans. If you want to develop lifelong skills and take pride in world-class customer service, a career at the flagship Microsoft Store in London could be the place for you!

We provide

• A work environment that is diverse, inclusive, and welcoming of all
• Training that will make you feel empowered to do your best work even if you aren’t a tech expert
• Career opportunities for all our employees
• Fantastic, comprehensive and competitive benefits for full-time and part-time employees
• Gratitude & recognition for our awesome employees
• Belief that at Microsoft #WeWinAsATeam

Responsibilities

Customer Obsession
Empathetically assess customer support needs through listening, diagnosing, and repairing their devices, helping customers discover, use, and love Microsoft hardware, software, and services
Deliver collaborative and enrichening one-on-one training sessions to both consumer and business customers, helping them acquire the skills needed to enhance their knowledge around our products and services

Technological Capability

Identify and communicate potentially complex repair situations to store leadership as appropriate, maximizing time efficiency in resolution with a high-level attention to detail
Continuously maintain technical knowledge by learning through others, along with self-educating, showcasing product and service offerings, building on our #WeWinAsATeam culture

Drive for Results
Proactively assess customer’s needs and recommend complete solutions that enhances their overall customer experience
Takes responsibility in delivering on commitments and seeks positive results that benefit customers, both externally and internally

Collaboration
Feel empowered to engage with peers, store leaders, corporate and field team members in the development of innovative ways to make a larger impact in our customers lives
Combines resources and joins efforts with teammates to achieve store and company goals

Adaptability
Effectively respond to changing in-store consumer and business environment, circumstances,
and situations through customer engagements
Ability to facilitate business engagement experiences through in store briefings, workshops, events, and demos

Qualifications
Required Qualifications
1 year as a computer technician or helpdesk support or 1 year in a computer or technology education programme

Preferred Qualifications

• Strong verbal & written communication skills and a high-level attention to detail
• Thrive in a fast-paced team oriented, dynamic, public-facing environment driven to achieve results
• Experience in selling consumer electronics or technology solutions
• Deep understanding of Microsoft products including, but not limited to: Windows, Xbox, Windows Phone, Surface, and cross platform services like Skype, OneDrive, OneNote, and Office and how each of those products competes in the marketplace.
• Experience in maintaining a client relationship management database (Microsoft Dynamics CRM preferred)
• Proven success in metrics-driven, consultative service environment
• Previous technology/product/software teaching or training experience
• Microsoft certifications OR experience/education in technology/IT

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.

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