Technical Support Engineering
- Microsoft
- 6 - 10 years
- Bengaluru
- 3 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
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...
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