Program Manager Tech 2-135185 at EA Team Inc

Location: Remote

Duration: 10+ Months with possibility of extension

Job Description

Purpose of the Team: The purpose of the Partnerships team in skilling is to be responsible for the growth of the Microsoft internal learning platform

Key projects: This role will contribute to integrating the Microsoft learned content into the customer ecosystem. Providing support for internal Microsoft partners and employees with technical support, and creating a centralize path for solutions.

Typical task breakdown and operating rhythm: The role will consist of the following,

85% Processing ticketing system requests

15% integrating feedback and questions in to framework

Partnering with team to provide recommendations / reviewing surveys to improve self-services option

Collaborating and strategizing to improve process

Candidate Requirements

Years of Experience Required: 2-4 overall years of experience in the field.

Top 3 Hard Skills Required + Years of Experience

Minimum 2 Years Experience With Azure DevOps

Minimum 4 years experience with API Tools Proficiency - Experience using API request tools such as cURL or Postman2

Who We Are

Minimum 4 years experience with technical support

Our team contributes to customer success by effectively identifying and delivering relevant content that supports Microsoft customers and contributes to the growth of the Microsoft Learn platform. Our mission is to foster strong, mutually beneficial partnerships through a deep understanding of customer needs and insights. We engage and educate on our Skilling assets, ensuring they align with and support the goals of our product teams and developers across Microsoft.

Role Description

The ideal candidate will play a key role within our tiered support framework for Integrators that are internal Microsoft employees. Responsibilities include: addressing inquiries that employees weren't able to resolve through self-service materials, creating & maintaining detailed Microsoft Learn documentation, identifying tactics to enhance troubleshooting efficiency to drive improvements in the support experience, facilitating the process of gathering and prioritizing feedback from employees, and as needed, generating escalation requests to the next support tier for inquiries that are outside of the knowledge domain and resources available to the vendor.

Skills Needed

Record of success of driving operations strategy, excellence in execution, attention to detail, and ability to drive multiple streams of work in a fast-paced environment

Excellent communication skills (both verbal & written) with an ability to listen & respond to customer inquiries

Demonstrated operational expertise in working across multiple processes, systems and can systematically solve issues and drive continued development & improvement

Demonstrated ability in using data in decision making and recommendations

Experience working with ticketing systems, preferably Azure Dev Ops

Must have working knowledge of large language models, including concepts like GPT models and how they work. This includes concepts like vector retrieval, probabilistic systems, transformer architecture and response augmentation systems (RAGS).

API Tools Proficiency - Experience using API request tools such as cURL or Postman2.

RESTful Services - Understanding of REST web requests and how to interact with RESTful APIs.

Query Languages - Ability to write and submit queries using Keyword Query Language (KQL) or FAST Query Language

Programming Skills - Proficiency in a programming language that supports HTTP requests, such as JavaScript, to construct URIs for GET or POST requests and handle JSON data.

JSON Handling - Ability to handle JSON-encoded responses returned by the API1.

HTTP Requests - Familiarity with sending HTTP GET requests to retrieve data from the API.