Technical Support Engineer

hace 1 día

San José, Costa Rica Microsoft Corporation A tiempo completo

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**:

- Your Responsibilities
- 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**:
Required Qualifications
- 5+ years of experience in technical support or billing support role
OR
Bachelor's Degree in CS and 1+ years technical support or billing support role
OR
5+ years in Operations, Business, Supply Chain, Finance, or a related field, or equivalent alternative education, skills, and/or practical experience and 1+ years technical support or billing support role.
- Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills.
- English Language: fluent in reading, writing, and speaking.
- Strongly Preferred: 3+ years of experience in Operations, Program Management, or Project Management.
- Azure Fundamentals certification, familiarity with Azure and/or competing cloud products.
- Knowledge of Excel: pivot tables, filters & look-up functions
- Leadership - ability to handle challenging and politically charged customer situations
- Ability to conduct effective, polished interactions with customers to gather information quickly & comprehend issues; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence.
- Cross-team collaboration skills
- Logical / Critical thinking skills
- Passion for technology and customer focus

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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