Partner Technical Support Engineer - Microsoft Partner Network
Microsoft
San Jose, San José, Costa Rica
hace 3 días

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.

In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams.

Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues.

This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

  • You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
  • Readiness

  • You participate in communities with peer delivery roles.
  • You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  • Product / Process Improvement

  • You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Preferred) Portuguese Language : confident in reading, writing, and speaking.

    Preferred) Spanish Language : confident in reading, writing, and speaking.

    3+ years in a customer support role

    Experience with troubleshooting and problem-solving skills

    Excellent communication skills with both written and spoken English

    Strong active listening skills

    Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly

    Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer.

    Ability to adapt and flex style according to customer personality, culture, and profile customers' new to technology and experienced pros alike).

    Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer.

    Confidence and competence to stay on task in a demanding fast-paced environment

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