Job#: 3045565 Job Description: Top 3 Must-Have Hard SkillsCustomer support / advertising support / contact-center operations - 2-4 years (with a focus on support delivery and performance improvement).Microsoft Advertising, search advertising, or another online advertising platform - hands-on familiarity 2-4 yrsAI / Copilot tools, agent-assist, or similar platforms - hands-on experience 2-4 yrsTypical Day in the Role- Partner with Delivery Partner sites to run quality coaching and case reviews, identify gaps, and drive improvement plans that elevate the customer experience
- Act as the point of contact for case, technical, and executive escalations, resolving issues across delivery partners and internal Microsoft teams
- Keep internal and external documentation accurate, support advocate training and readiness, and audit AI/Copilot responses versus human responses to validate hand-offs and improve quality and resolution rates
- Monitor customer-satisfaction, case-resolution, and Copilot performance targets, and surface customer feedback and case trends into actionable product and process improvements
Purpose of the Team: The purpose of this team is to support customer service operations while improving the balance between AI-powered and human-supported customer experiences.
Key projects: This role will contribute to initiatives focused on optimizing customer support experiences, enhancing AI and Copilot-enabled workflows, and improving the interaction between automated and human-assisted support models.
Ideal Background of Candidates2+ years of experience in customer support, advertising support, or contact-center operations, with a focus on support delivery and performance improvement. Familiarity with Microsoft Advertising, search advertising, or another online advertising platform (Microsoft Advertising or Google Ads accreditation a plus, not required). Bachelor's degree in business administration or a related field preferred; PMI or PMP certification preferred. Hands-on experience with AI/Copilot tools, agent-assist platforms, or similar programs is a strong plus. Strong communicator who works independently, uses data to tell a story, and stays calm and professional in high-urgency situations.
Candidate Requirements Disqualifiers:
Candidate lacks flexibility to support collaboration across multiple time zones, including occasional early morning meetings (6:00-7:00 AM).
Best vs. Average:
Able to support multiple time zones as needed
Advertising industry experience
Contact center quality management experience
Experience leveraging Copilot, AI, agentic tools, or similar technologies to support business processes and operational improvements.
Hard Skills Assessments Expected Dates that Hard Skills Assessments will be scheduled: ASAP.
Hard Skills Assessment Process: The assessment process will include two interview rounds. Two interviewers will participate in the initial round, followed by a final round with the hiring manager. Assessments will focus on behavioral questions and relevant professional experience.
Required Candidate Preparation: Candidates should be prepared to discuss their relevant experience, customer support and contact center operations background, advertising platform experience, and use of AI/Copilot tools in their work.
Summary: We are seeking an enthusiastic contractor to support Microsoft's Advertising Support Team (MAST) as a vendor-engaged Partner Technical Advisor (PTA). Microsoft Advertising is a global advertising marketplace that enables advertisers to achieve their business goals at scale with our competitive products, programs and services. With ambitious revenue goals and our use of AI to deliver a digital-first customer experience, our team empowers our global delivery partners to deliver world-class support so that Microsoft advertisers can maximize their revenue goals. The PTA role is essential to our business success and the strong partnership we maintain with our Delivery Partners. PTAs are aligned to a core body of work and collaborate across our internal team, Microsoft partners, and Delivery Partner sites to deliver efficient, compliant, and scalable customer experiences. They work closely with Delivery Partners and internal Microsoft team members to enhance advocate readiness and ensure high-quality customer experiences across our products and services.
Job Responsibilities: Human
Performance & Quality:
Meet customer satisfaction and case resolution targets for your area.
Lead quality coaching and case reviews with delivery partners, identify gaps, and partner with delivery managers and operations on improvement plans that elevate the customer experience.
Escalation Management:
Serve as the point of contact for case, technical, and executive escalations.
Resolve issues across delivery partners, internal teams, and stakeholders while keeping cross-team alignment and on-time delivery.
Content & Readiness:
Keep internal and external documentation accurate and up to date.
Support advocate training, content clarity, and process refinement so support teams have what they need to deliver a great customer experience.
Improvement Initiatives:
Contribute to programs like AI migrations, Copilot readiness, and bug bashes.
Drive product and process improvements alongside delivery partners.
Compliance:
Ensure adherence to global processes and policies through audits and checks and recommend adjustments where needed.
Digital
Drive Digital Performance:
Meet Copilot performance targets for your area.
AI Experience & Improvement:
Support effective AI and Copilot adoption.
Audit AI vs. human responses, validate AI hand-offs, and drive improvements that build trust, quality, and resolution rates.
Share Insights:
Surface customer feedback and case trends and turn them into actionable input that improves the product, platform, and tools.
The ideal candidate will show thought leadership and the drive to ensure our global advocates have the resources needed to deliver exceptional customer experiences. We seek an individual who strives to understand the complex ecosystem surrounding our Microsoft Advertising programs and feels a sense of ownership in enhancing our programs and delivering impact. This candidate will have a keen eye for finding gaps and opportunities and drive meaningful impact to support the scalable growth of our business.
Skills:
Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
Fluent in English with excellent written and verbal communication skills; additional languages a plus given the global support scope
Prioritize workload with a focus on driving results and business impact
Self-starter, experienced in working independently and proactive in communication
Strong communication, collaboration, and relationship-building skills
Effective across cross-functional organizations and levels, with strong verbal, written, and presentation skills
Passion for driving products, workflow, content, and policy enhancements; ability to identify gaps and propose solutions
Remain calm and professional during high sensitivity and urgency situations
Influence and drive delivery partner/agent performance to achieve measurable results
Ability to use data to tell a story, identify gaps, and drive impactful actions
Track record of collaborating across teams and contributing to cross-functional initiatives
Experience managing multiple workstreams with attention to detail
Effective in complex and ambiguous environments
Knowledge and experience in application of continuous improvement programs
Hands-on experience supporting AI or Copilot tools, agent-assist platforms, or similar programs is a strong plus
Education/Experience:
2-4 years of experience in customer support, advertising support, or contact-center operations, with a focus on support delivery and performance improvement
Familiarity with Microsoft Advertising, search advertising, or another online advertising platform (Microsoft Advertising or Google Ads accreditation a plus, not required)
Bachelor's degree in business administration or a related field preferred
PMI or PMP certification preferred.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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