Support Engineer - Outlook
Microsoft
San Jose, San José, Costa Rica
hace 6 días

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) 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 CEnS 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.

Welcome to CSS - Customer Service & Support

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
  • In Customer Service and Support, we are focus on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

    Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

    Our culture is built around attributes that drive our every decision and our every action :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.
  • Modern Workplace is home to some of the most important and innovative technology our customers use to run their businesses.

    From email to collaboration to business productivity, we have it all. We have the products everyone knows...Exchange, Office, SharePoint, OneDrive, and Teams / Skype.

    The O365 cloud is one of the fastest growing clouds in the industry with millions of users and many companies betting their businesses on our technology.

    Our team is a fun place to work. The days are exciting, and you will learn and grow if you choose to join us.

    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.

    Responsibilities

    Your Responsibilities :

  • 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 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
  • 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.

    The impact you will have :

  • Represent Microsoft and work directly with commercial customers resolving their most technical support issues.
  • Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
  • Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

  • Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
  • Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.

    Core Responsibilities :

  • Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
  • Act internally as a customer advocate.
  • 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 empathy, identifying customer satisfaction concerns and managing customer expectations.
  • We are primarily looking for people who demonstrate the mindset and behaviors necessary to drive and achieve excellent customer support :

  • Customer Obsession : you demonstrate a strong focus on high quality Customer Service, and you are driven by problem-solving and customer satisfaction.
  • Learner Mindset : You demonstrate a growth mindset and strongly believe that knowledge can be developed with effort and persistence.
  • You spontaneously and proactively share your learning with others.

    CSS Behaviors :

  • Effective Communication : you are comfortable in communicating and presenting to any type of consumer and customer, external partners and to internal coworkers, up to Executive level.
  • You are capable of clear, concise, written and spoken communication, in English. You can ask the questions that will drive you to the best solutions, as well as identifying additional needs.

  • Accountability : you spontaneously collaborate with others to solve problems proactively and reactively, related to the customers’ issue or to internal improvement projects.
  • you are driven by problem-solving as well as customer satisfaction.

  • Resourceful : you leverage your own knowledge, and you are comfortable searching for the answer when you do not have it.
  • You can collect and analyze data before jumping into solutions, using both excellence in executing existing processes as well as applying critical and innovative thinking.

  • Empathetic : you use empathy to listen and communicate with customers and can put the customers’ need first even in situation of stress.
  • You are a peace maker in situation of urgent need for help. You also anticipate additional customers’ needs and can think about additional services you can provide to create the ultimate customer satisfaction, leading to Microsoft fans.

    Qualifications

    Required Qualifications :

    1+ years of technical support experience with Microsoft Outlook or Microsoft Exchange Server administration

    1+ years experience supporting customers with technical issues and problem solving.

    English Language : fluent in reading, writing and speaking.

    Preferred Qualifications :

    Strong customer service, communication, interpersonal skills, team work, capacity to deal with difficult customers and ambiguity

    Networking (HTTP, DNS, TCP / IP)

    Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)

    Working knowledge of troubleshooting tools including Sysinternals, Fiddler, Netmon, NetStat, Tracert etc.

    Experience supporting / troubleshooting client side issues in a large corporate environment

    Ability to handle high pressure situations well

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