Technical Support Solutions Expert
hace 2 días
Microsoft Corporation Overview
At Microsoft, we are driven by a singular mission: to empower every person and organization on the planet to achieve more. Our culture is built upon a growth mindset, inspiring excellence, and fostering an environment where teams and leaders can bring their best each day. This foundation enables us to create life-changing innovations that positively impact billions of lives worldwide.
Job Description: As a Technical Support Solutions Expert within the Microsoft Customer Experience and Success (CEnS) organization, you will play a pivotal role in shaping the company's end-to-end customer experience strategy, design, and implementation. This expanded organization reflects Microsoft's ambition to be recognized as a customer-centric company, ensuring our mission to empower every individual and organization to achieve more is facilitated through delightful customer interactions and consistent exceedance of expectations.
Responsibilities:
- Response and Resolution: You will be responsible for reviewing complex issues, collaborating with customers to understand their concerns, and providing timely updates on issue status or resolution.
- Problem Solving and Collaboration: By leveraging troubleshooting tools, research, and collaboration with cross-functional teams, you will resolve customer issues efficiently and document your technical work and research.
- In-Depth Product Troubleshooting: You will perform thorough product analysis and remediation when necessary, working closely with internal teams to resolve moderately complex customer issues.
- Readiness Programs: Assist in implementing readiness programs, develop readiness content, mentor new Technical Support Engineers, and ensure intermediate-level competence on support topics.
- Product/Process Improvement: Provide feedback to senior engineers and serviceability teams on product functionality based on customer interactions, identify potential defects, and contribute to process improvements.
Qualifications:
- English Language Proficiency: Fluency in reading, writing, and speaking English is essential.
- Required Qualifications: 3+ years of technical support, consulting experience, or IT experience; OR Bachelor's Degree in Computer Science, Information Technology, or related field, plus 1+ year of relevant experience.
- Preferred Qualifications: Microsoft Technology Certifications, System Administration, Windows and Linux Operating Systems, Event Logs, Performance Analysis, Patch Management, Network Connectivity, Windows Active Directory, Security, and Access Control, Automation using Powershell, Python, or similar scripting language.
Additional Skills:
- Web app development in C# or Java programming.
- Understanding of databases and query languages.
- Experience with containers solutions like Docker or Kubernetes.
- Cloud computing familiarity, including Azure, Amazon Web Services, Google Cloud Platform.
Security Clearances: The ability to meet Microsoft, customer, and government security screening requirements is mandatory. This may involve specialized screenings, such as the Microsoft Cloud Background Check.
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