Technical Support Engineering
- Microsoft
- 6 - 10 years
- Bengaluru
- 2 years ago
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Job Description
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Qualifications
- Language Qualification
- English Language: fluent in reading, writing and speaking.
- 3+ years in a customer support role
- Thorough troubleshooting and problem-solving skills
- Ability to work well in a highly collaborative team
- Ability to work well in ambiguous situations
- Ability to prioritize customer needs while understanding business objectives
- Ability to work transparently with management in an environment of continuous improvement
Bachelor level of education or equivalent experience - Passion to keep learning and build expert level knowledge in a wide variety of specialties (program benefits, billing information, publishing processes, refund procedures, etc)
- Experience in one or more of these areas desirable
- Microsoft products and services
- Microsoft Partner Network and Cloud Solution Provider programs
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
- These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter
Job Classification
Industry: Software ProductFunctional Area: Engineering - Hardware & Networks,
Role Category: IT Network
Role: IT Network
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: MicrosoftLocation(s): Bengaluru
Keyskills: Product quality Automation Product engineering Publishing Billing Incident management Customer support microsoft Continuous improvement Technical support
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