OSS CPC Lead(职位编号：793588)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：本科
- 职位类别：售前/售后技术支持工程师 客服专员/助理(非技术)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 793588
Product: (Not Product Specific)
Division: Services & Support
Overview:
Do you believe that Cloud is pivotal to Microsoft’s future? Do you want to be a part of the team delivering on Microsoft’s Cloud vision? Do you have a passion for technology, customer support and helping companies use technology to improve productivity and save money? If so, here’s your opportunity to jump into the coolest group: Online Services Support.
OSS group has an exciting opportunity for a technically savvy with a passion for solving some of the most difficult issues our Online Services customers face. You’ll be working with the next generation of Software + Services products, and providing customer advocacy for issues with Microsoft Cloud offerings.
APGC OSS is looking for a Customer and Partner Care (CPC) Lead to drive CPC support in APGC, help solve the customer Billing, Subscription issues of Cloud Services and be a key contributor in improving the service quality.
Main Responsibilities:
- This is a great opportunity to drill into and analyze billing issues and their impact on the quality of Support. In this position you will be responsible for the detailed isolation and analysis of call drivers, both billing and process related. Through this analysis you will identify root cause of billing and/or process issues and identify reliable resolution of the most common and highest impact problems. You will need to identify and drive improvements that will enable front line support agents to deliver higher quality support.
- Success in this role requires sufficient ability to analyze issues and communicate with Program Managers, Service Delivery Managers and other internal organizations at a peer level. Knowledge or experience with billing scenarios is required.
- You will be required to work with support centers to better understand how agents resolve the top call drivers and the obstacles they encounter while trying to resolve calls. The improvements you will need to identify and drive will span across tools, content, training, agent workflows, etc.
- Primary objectives of this position are to drive increases in Customer Satisfaction through Solution Delivered First Contact and overall Solve Rate. Responsibilities include analysis of top call drivers, communication with support agents to understand the obstacles preventing them from resolving customer issues and identifying improvements that will drive Solution Delivered First Contact and Solve Rates up. In addition, you will communicate and partner with strategic service partners in the isolation and management of customer issues. Additional responsibilities include monitoring support agent calls for support resource gaps, and identification and resolution of support quality needs and issues.
- This role will require you to provide leadership to the support organization through on site mentoring with support staff, through issue deconstruction and analysis, and then documenting problem solution for improved customer issue handling and resolution. You will be required to work with front line support delivery staff to isolate unique or difficult customer problem scenarios, and then coordinate with product development teams to devise a plan for problem resolution.
This job may require travel to vendor sites.
Competencies:
- Demonstrated leadership and interpersonal skills.
- People Management skill and leading the team to achieve business result with high-level coaching, culture building and collaboration skills
- Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
- Good operational and analytical skills
- Good project management skills and be highly organized, process focused and detail oriented
- Demonstrated ability to manage vendor team
- Strong customer service, accurate and logical problem solving and the ability to work in a team environment
Qualification:
- 5+ years of direct customer contact program experience such as product support, sales, customer service or partner programs
- 3+ years working with outsourced call centers in a similar role as described above or related capacity (other than directly work for that outsources call center) in IT service or relevant industry
- Vendor management experience preferred
- Experience managing relationships with contact centers required
- System and Process analysis and improvement experience required
- Ideal candidate will have worked in a PTL or similar role in the Consumer and/or Commercial Billing space
- Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products as well as - SharePoint site configuration and usage
- Working knowledge of international business practices preferred
- Technical Requirements:
- Understanding of Microsoft Cloud offerings, e.g. Office 365, Exchange Online, SharePoint Online, Lync Online, FOPE and etc.
- Technical working knowledge in Exchange Online, SharePoint Online, Lync Online a plus
Education:
- BA/BS degree in business or a related field required
- COPC VAM preferred
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。