Hiring Organization / Company: Microsoft
Basic Salary: To Be Discussed
Employement Type: Full-Time
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
. 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/engineering group
. Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
. Provide ramp activities, knowledge sharing, technical coaching and mentoring
. Drive technical collaboration & 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
experience and skills required:
- strong customer service, min 2 years, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
- proven experience in creating support documentation and sharing knowledge with others through training delivery and mentoring.
- passing the mcp windows internals tests is a plus - windows internals (70-660)
- current microsoft it certification preferred (ex. mcse, mcsa, mcsd, mcts)
- proven ability to work in a self-directed environment and at the same time, go above and beyond to meet customer expectations.
language requirements: german/french/italian knowledge, will be a plus.
experience in one or more of these areas desirable:
- windows shell configuration and management
- troubleshooting hangs and crashes in windows server / client (2012/2012r2/2016/2019, windows 10)
- troubleshooting performance issues using perfmon, wpr, xperf and other tools
- advanced with windows internals and windows sysinternals suite
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.
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