Technical Support Engineering
hace 2 semanas
Microsoft is on a mission to empower every person and every organization on the planet to achieve more.
Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world.
You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.
This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.
The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
**Responsibilities**:
Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue.
Ensures customers stay informed as to the status/solution of their issue.
Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research.
May take escalated issues as needed.
Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
Develops readiness content.
Mentors new Technical Support Engineers.
Develops intermediate level competence on support topics.
***Product/Process Improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products.
Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.
Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other
- Embody our culture and values
**Qualifications**:
Required/Minimum Qualifications
- Required/Minimum Qualifications
- 3+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), Electrically Engineering or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Fluent in the English Language
- Pacific Time zone
Additional or Preferred Qualifications
- Microsoft Technology Certifications.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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