Mexico
HEXAWARE
Astreya
EXO Ranger (Lead - L2)
Mexico
California, United States · Argentina · Brazil · Mexico
About the opportunity
Role: SMB Ranger
A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives.
As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.
What You Do
Responsibilities
- Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2).
- Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs).
- Escalations that fall below expected standards are shared with Rangers for remediation/feedback.
- Provide technical coaching and mentoring to DP team members at all skill levels.
- Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .
- Create and curate vendor-owned articles and internal documentation.
How You Do It
- Technical Expertise & Continuous Learning
- Demonstrated senior knowledge across Microsoft Teams technical disciplines.
- Staying updated, understand latest workload features, roadmap & industry trends.
- Experience testing and validating self-service tools to optimize user experience.
- Partnering with Microsoft PTAs/SEEs to provide feedback on new diagnostic tools and feature releases.
- Customer Service Excellence
- Proven ability to handle high-priority escalations with exceptional service.
- Ability to advocate for customers by sharing insights for product improvement.
- Strong trend analysis skills to anticipate and mitigate potential problems.
- AI Innovation & Decision Making
- Ability to promote/coach Copilot and other AI support tools used for analysis and deflection.
- Demonstrated ability to drive process and workflow enhancements.
- Passion for integrating AI-driven solutions across daily operations.
- Advocate Support
- Technical coaching & mentoring for L1 & L2, developing skills and extending knowledge.
- Ability to lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .
- For predefined workload scenarios, manage end-end escalations using tools, diagnostics and continuous collaboration, enabling cases to be resolved at the delivery partner.
- Ensure escalations meet quality standards including template adherence, scoping and transition to Microsoft PTAs/SEEs.
- Create and develop knowledge resources, including advocate guides, TSGs and training materials.
- Analyse volume drivers to identify trends, themes and areas for technical investment.
- Customer Contact
- Manage high-priority escalations and ensure exceptional customer service.
- Support GetHelp/exec escalations with technical advice and guidance.
What You Need
Preferred Qualifications, Abilities and Experience
- Demonstrated experience of M365 technologies (Preferably MS 900 Certification)
- Experience of Exchange Online architecture, mailbox management, retention policies, and compliance features.
- Experience with Exchange migrations, upgrades, and optimization.
- Experience with Mail Flow, Disaster Recovery, Managed Availability, Messaging Policies, Compliance, Configuring Reporting & Logging, Mailbox migrations across on prem and cloud.
- Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On.
- Understanding of Message Retention and Data Compliance Requirements.
- Understanding of networking technologies (e.g., protocols such as HTTP, TLS, TCP/IP, DNS, or knowledge related to web servers/browsers).
- Troubleshooting experience using tools such as Fiddler, HTTP Watch, Netmon, or IE Developer Tools.
Qualifications
Required/Minimum Qualifications
- 3+ years prior product, customer support and/or technical support experience.
- Language Qualification: English Language: fluent in reading, writing, and speaking.
- 3+ years prior product, customer support and/or technical support experience.
Salary Range
$54,036.00 - $85,320.00 USD (Salary)
Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
- Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
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