Partner Technical Advisor

Contract role supporting Microsoft’s Advertising Support Team (MAST) as a Partner Technical Advisor (PTA). This position is essential to maintaining strong partnerships with global delivery partners and ensuring high-quality customer experiences for Microsoft advertisers.

About the role

The Partner Technical Advisor (PTA) collaborates across internal Microsoft teams, delivery partners, and external stakeholders to drive efficient, compliant, and scalable customer support experiences. The role focuses on optimizing the balance between AI-powered and human-assisted support, enhancing advocate readiness, and improving customer satisfaction and resolution rates.

Responsibilities

• Partner with delivery sites to conduct quality coaching and case reviews, identify performance gaps, and implement improvement plans that elevate the customer experience.
• Act as the primary point of contact for case, technical, and executive escalations, resolving issues across delivery partners and internal Microsoft teams while maintaining cross-team alignment.
• Maintain accurate internal and external documentation, support advocate training and readiness, and audit AI/Copilot responses versus human responses to validate hand-offs and improve quality.
• Monitor customer satisfaction, case resolution, and Copilot performance targets; surface customer feedback and case trends to drive actionable product and process improvements.
• Contribute to initiatives such as AI migrations, Copilot readiness, bug bashes, and product/process enhancements alongside delivery partners.
• Ensure adherence to global processes and policies through audits and recommend adjustments where needed.
• Support effective AI and Copilot adoption, validate AI-to-human hand-offs, and drive improvements to build trust, quality, and resolution rates.

Requirements

• 2–4 years of experience in customer support, advertising support, or contact-center operations, with a focus on support delivery and performance improvement.
• Hands-on familiarity with Microsoft Advertising, search advertising, or another online advertising platform (2–4 years).
• Hands-on experience with AI/Copilot tools, agent-assist platforms, or similar programs (2–4 years).
• Bachelor’s degree in business administration or a related field preferred; PMI or PMP certification a plus.
• Strong verbal and written communication skills in English; additional languages a plus.
• Ability to work independently, prioritize workload, and drive results in a fast-paced, high-urgency environment.
• Flexibility to support collaboration across multiple time zones, including occasional early morning meetings (6:00–7:00 AM).
• Experience leveraging data to identify gaps, tell a story, and drive impactful actions.
• Passion for driving product, workflow, content, and policy enhancements; ability to identify gaps and propose solutions.
• Track record of collaborating across teams and contributing to cross-functional initiatives.

Skills

• Problem-solving and attention to detail.
• Interpersonal and relationship-building skills.
• Effective communication across cross-functional organizations and levels.
• Experience managing multiple workstreams with a focus on detail.
• Ability to thrive in complex and ambiguous environments.
• Knowledge of continuous improvement programs.

Benefits

• Supplemental medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP) and 401K with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations such as CompTIA and IIBA.
• Dedicated customer service team and access to a certified Career Coach.