Support Engineer - Data Protection
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.

Modern Life, Gaming and Customer Service (MLGCS) team is a group of 350+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites across the globe.

The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud.

We enable and protect Microsoft’s customers through creating a people first culture, adding value for every customer and helping our customers be safe and secure.

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 develop your technical proficiency.

This role is flexible in that you can work up to 50% 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

    Required Qualifications

  • English Language : fluent in reading, writing and speaking.
  • 3+ years experience in customer support
  • Exemplary Customer Support background and aptitude in handling enterprise and / or SMB customers.
  • Technical proficiency and learning attitude towards Microsoft Office 365 technologies.
  • Handling high pressure and politically hot situations. Absolute commitment to customer obsession.
  • Ability to empathize with and prioritize customer needs.
  • Communication and interpersonal skills :
  • Ability to communicate correctly and clearly with business customers.
  • Very good documentation skills.
  • Ability to drive resolution of difficult problems by providing escalation teams with accurate and detailed case notes.
  • Confidence and willingness to make judgment calls when presented with comprehensive and complex data.
  • Ability to make timely, practical, and cost-effective escalation decisions.
  • Ability to respond effectively under stressful situations.
  • Preferred Qualifications

  • Industry experience working with fraud and data protection within the cloud space.
  • 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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