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Technical Support Engineering IC4 @ Microsoft

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 Technical Support Engineering IC4

Job Description

Responsibilities

  • Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
    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.
  • Required Qualifications
    2+ years of experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and, or related
    2+ years of experience in ERP working in one or more of the following Finance areas:
    o Accounts Payable
    o Accounts Receivable
    o General Ledger
    o Taxes
    o Human Resources
    o Project Accounting
    o Sales and Marketing
    o Dynamics Ax Management Reporter
    o Budgeting
    o Fixed Assets
  • Experience in one or more of these areas desirable
  • 2+ years in a customer facing service role in any capacity
  • Strong customer service, accurate and logical problem solving
  • Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
  • Excellent Communication Skills - verbal, listening, and written (including technical writing).
  • Interpersonal and relationship skills proven through work experience
  • Passion for lifelong learning and personal and professional development
  • Exposure and experience working with customers on the Cloud, e.g.
  • Microsoft Cloud products or other Cloud Management System
  • Degree in Finance, Accounting or Actuary

Job Classification

Industry: Software Product
Functional Area: Customer Success, Service & Operations,
Role Category: Voice / Blended
Role: Voice / Blended
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Any Postgraduate
Doctorate: Any Doctorate

Contact Details:

Company: Microsoft
Location(s): Bengaluru

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Keyskills:   SAP Fixed assets Technical writing PeopleSoft Incident management Customer support Customer service Budgeting microsoft Technical support

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Microsoft

Microsoft’s Customer Service and Support (CSS) organization supports over 170 Microsoft products, which range from the Consumer to Enterprise customer segments. This includes technical products from Developer Support and Enterprise Platform Support to Enterprise Messaging Support and Enterpri...