Partner Technical Advisor

Vendor-Engaged Partner Technical Advisor (PTA)

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.

Top 3 Must-Have Hard Skills

• Customer 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 yrs
• AI / Copilot tools, agent-assist, or similar platforms hands-on experience 2-4 yrs

Typical 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 Candidates

2+ 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.

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.

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.