Microsoft CSP Support Specialist at AppXite

Role Overview:

The Microsoft CSP Support Specialist will be responsible for operational support related to Microsoft Cloud Solution Provider (CSP) workflows, ensuring smooth partner onboarding, subscription provisioning, billing operations, and Microsoft program compliance.

You will work closely with partners, distributors, and internal product teams to resolve operational issues, optimize Microsoft program participation, and ensure accurate use of Microsoft Partner Center.

This role requires deep knowledge of Microsoft Partner Center, CSP program rules, and cloud commerce operations.

Key Responsibilities:

• Technical Troubleshooting: Diagnose and resolve complex issues across Microsoft Cloud technologies, CSP licensing, and SaaS platform operations.
• Microsoft Escalation Management: Triage and own escalations to Microsoft support when issues cannot be resolved internally - ensuring clear communication and fast resolution.
• Customer Advocacy: Act as the internal voice of the customer and reseller, ensuring their needs are understood and addressed across teams.
• Issue Scoping & Research: Collect relevant facts, investigate root causes, and coordinate with engineering, management, and global peers to close cases efficiently.
• Customer Enablement: Empower customers and resellers to self-serve - sharing guidance, recommending Microsoft product features, and advising on how to maximize their cloud investments.
• Documentation & Knowledge Management: Create and maintain Help Center articles, technical notes, and research findings that improve the support experience for your team and customers.
• Proactive Customer Success: Monitor satisfaction signals, anticipate concerns, and manage customer expectations with transparency and ownership.
• Cross-functional Collaboration: Work closely with colleagues around the world and across functions to resolve service issues and continuously improve our support model.