Responsibilities

Technical services & Responsiveness

• Be responsible for delivering Technical Support Service to Microsoft global customers with the high customer satisfaction.
• Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Determine the best approach for resolving complex technical issues knowing that efficiency and speed to resolution are important drivers of customer satisfaction.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Participate in planned team-wide shift rotations to cover business needs.

Qualifications

Required

• Bachelor or Master degree in computer science, Electronic Engineering or equivalent experience.
• Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
• Must have strong verbal and written English skills.
• A minimum of 1–3 year IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
• Strong analytical logic thinking.
• Understanding of Microsoft Cloud (Azure/O365) and Windows Server products or other application server product family.
• Ability to deliver remote proactive service and provide solutions of mission critical issues remotely to Enterprise Customers with outstanding quality.

Language

Local Language: fluent in reading, writing, and speaking.

English proficiency: intermediate level (plus).

• Be responsible for delivering Technical Support Service to Microsoft global customers with the high customer satisfaction.
• Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Determine the best approach for resolving complex technical issues knowing that efficiency and speed to resolution are important drivers of customer satisfaction.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Participate in planned team-wide shift rotations to cover business needs.

• Excellent communication skills
• Collaboration skills
• Self-motivation
• Strong team spirit
• Strong verbal and written English skills
• Strong analytical logic thinking
• Ability to deliver remote proactive service
• Ability to provide solutions of mission critical issues remotely

• Bachelor or Master degree in computer science, Electronic Engineering or equivalent experience.
• A minimum of 1–3 year IT experience
• Demonstrate aptitude for providing superior customer service in politically charged environment.
• Understanding of Microsoft Cloud (Azure/O365) and Windows Server products or other application server product family.
• Local Language: fluent in reading, writing, and speaking.
• English proficiency: intermediate level (plus).