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 focused 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.
Support Engineers (SE) serve as frontline technical resources for Microsoft’s 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.
Be available to take ownership of cases and escalations via phone, mail and web. Provide support to enterprise customers and partners.
Be the point of contact for handling live technical escalations and politically hot situations.
Respond to mails / calls from the various Azure Identity and other organization groups with facts. This needs to be done with a strong understanding of technology and processes.
Collaborate on cross-team and cross product technical issues by working with resources from other Microsoft groups as needed to resolve customer issues.
Collaborate globally; understand cultural nuances and have good interpersonal awareness.
Ensure that each support request owned is handled as per priorities to the highest possible level of customer satisfaction.
Identify, document, and improve processes in order to reduce support times and advance the overall customer experience.
Assist in creating and reviewing content in the knowledge base, by working along with Technical Advisors, Support Escalation Engineer and Supportability.
Document your technical work and research in detailed and comprehensive manner. Prioritize work to accomplish the most important and urgent requests first.
Ability to work in a team environment with good problem solving and troubleshooting ability.
Demonstrated ability to communicate effectively with customer / executive level management on complex technical issues in audience acceptable terms.
Maintain a proactive approach to customer happiness by identifying and correcting customer satisfaction concerns before they become problems.
Be a customer advocate and target for the most satisfied customers through every interaction.
Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other individuals and teams as needed.
Escalate to senior Engineers, Technical Advisors and Managers(s) as necessary, acting internally as a customer advocate and keeping the customers informed.
Collaborate with Engineering to resolve service issues.
Excellent self-assessment to identify when other resources are needed; ability to engage and collaborate effectively with others to resolve complex problems.
Review and analyze customer experience results to propose and create better solutions. Reduce support time and to improve the overall customer experience.
Identify opportunities for automation and self-service tools through issue and case analysis.
2+ years prior product / technical support experience.
2+ years technical experience and knowledge working in Azure technical support or equivalent technology.
Technical skills and hands on experience in development or related.
Tehcnical Acumen :
Software development experience with C#, C++, development or IIS
Networking skills, and cloud development are a definite positive. Experience in Service Fabric or Cloud Service is plus
Debugging code (WINdbg, Visual Studio Debugger)
NET Framework SDK
Java API / SDK
Linux, Mac, Java, PHP, Python or Ruby.
Graduate Degree in Computer Science is desired, but not mandatory.
Outstanding written and verbal communication skills, ability to amicably manage conflict and negotiate resolution.
Proven ability to handle high pressure situations well. Maintaining calm and composure in stressful situations is a must.
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.
The Engineer’s shift can vary according to business needs. Weekend coverage is part of this role. Though schedule changes are not frequent, we need to have flexibility to accommodate changes as needed.
This position will require work a rotational On-Call schedule for weekends shifts.
The successful candidate will combine strong analytical skills and sound time management skills with consistent display of accountability and teamwork.
The candidate should also perform well under time restraints and with limited supervision.