重庆 [切换城市] 重庆招聘重庆IT-品管、技术支持及其它招聘重庆技术支持/维护工程师招聘

Support Engineer (职位编号:1082640)

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:2019-07-30
  • 工作地点:上海
  • 招聘人数:若干人
  • 工作经验:2年经验
  • 学历要求:招若干人
  • 语言要求:不限
  • 职位类别:技术支持/维护工程师

职位描述

Job # 1082640
Locations China, Shanghai
Job families Customer service & support
Teams Applications and services


Summary

The Microsoft Customer Service and Support organization has a need for a Support Engineer to provide both technical and non-technical assisted support for recent technology acquisitions.

As a Support Engineer, you will be designing and driving solutions for each of your customer’s situations. We’ll provide you with abundant resources, advanced tools, the business product group, and the experience of tenured team around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation and troubleshooting. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.

Success metrics will include ensuring high customer satisfaction through issue resolution, and adherence to customer service level agreements.



Responsibilities

• Represent Microsoft with customers via telephone, written correspondence, electronic service, forums and social media to assist them in resolving issues utilizing Microsoft products and technologies.

• Foster positive customer relationships and build customer loyalty with Microsoft, while effectively managing challenging situations.

• Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.

• Demonstrate leadership through personal responsibility, accountability, and teamwork.

• Act as a focal point for end to end issue resolution.

• Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues.

• Be responsive to customer needs.

• Apply a logical and methodical approach to remote problem solving.

• Help with technical content including Knowledge Base articles, whitepapers, training documents, forums and blog postings.

• Respond to select newsgroups and contribute to proactive knowledge transfer.

Basic Qualifications

• Minimum of 2 years’ experience in customer support, including software/hardware or developer support.

• Background in app development for IoS or Android a plus

• Personal experience engaging in social media (eg. - forums, blogs, Twitter)

• Good customer service, accurate and logical problem solving and communication skills, plus the ability to work in a team environment

• Excellent written and verbal communication skills, as exemplified by clear issue explanations, documentation of knowledge, and effective intra- and inter-group communications

• Ability to learn and adapt quickly in a dynamic environment

• Proven track record of planning and delivery of technical content

• Strong organizational, cross group collaboration, project management, time management and negotiation skills

• Demonstrable customer service industry knowledge and experience with technical products or services

• Experience in customer support, including software support in a cloud based technology.

Technical Qualifications

• Familiarity with the following for IoS

o Latest versions of XCode, Ios, MAC Os

o Objective C programming language

o APNS (Apple Push Notification Service)

o IDFA (identifierforadvertisers), IDFV (identifierforvendor)

• Familiarity with the following for Android

o Java

o Android OS v1.5 or newer

o C2DM (Cloud to device messaging), GCM (Google Cloud Messaging), ADM (Amazon Device Messaging)

• Familiarity with the following technologies

o Xamarin Test Cloud

o HockeyApp

o Azure Mobile engagement

o Xamarin Test Recorder



Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

公司介绍

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲;支持英语、普通话,粤语,泰语,韩语,北印度语 ,越南语,印度尼西亚语/马来语,塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系,我们已经成为微软客户及合作伙伴体验(customer partner experience,cpe)的核心推动者,不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈,以此来不断完善策略、优化流程。
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。