重庆招聘

Job # 1088975
Locations China, Shanghai
Job families Customer service & support
Teams Core Services Engineering

#Overview:

Mooncake (Microsoft Azure - National Cloud in China) Support is part of CSS GCR, which focuses on providing commerce, presales and technical support for Microsoft Azure across China. As Azure is one of the fastest growing service in Microsoft, we are looking for an Azure PaaS Technical Advisor, who will work with support engineers, pre-sales, field and engineering teams to assist customers in resolving technical issues involving Microsoft Azure PaaS products and services. This role will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success.



#Responsibilities include:

• Act as a technical escalation contact point in cooperative relationships with partner and a variety of stakeholders.

• Provide consulting, resolution advice to engineers that will improve the customer experience. Offer technical guidance to others and share technical expertise

• Ensure the technical readiness and maintaining the technical wellness of the support engineering staff in both Microsoft and partner team.

• Drive implementation of improvement initiatives for operation excellent and customer success. Drive awareness on opportunities for training, content, tools and process.

• Identity potential crisis problems and collaborate with different teams such as field team and product team to mitigate the issue.

• Proactively perform case reviews to ensure case handling quality and customer satisfaction. Proceed case escalation as per established guideline.



#Required Soft Skills

Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues

Strong communications skills

Effective, polished interaction with customer to gather information

Demonstrable troubleshooting skills

Cross-team collaboration

Logical and Critical thinking

Passion for technology and customer support

Understanding of cloud vs. on premise computing.



#Required Technical Skills

Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:

• Has a basic understanding of Microsoft Azure PaaS services such as App Service, Cloud Service, Micro Service, Storage, Cache, Service Bus etc.

• Proficient in at least one of development languages or scripts, for example C#, Java, PHP, Python and PowerShell etc.

• Familiar with Microsoft development tools including Visual Studio, VSTS and IIS.

• Good at using Microsoft troubleshooting tools including Windbg, Process Monitor and Network Monitor.



#Qualifications:



• B.S. degree in Computer Science or equivalent experience

• At least 5 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role.

• People who has experience of software or web development is strongly preferred.

• Expertise in open source platform & technology such as Linux, Java, PHP, Python, Node JS is also a big plus.

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。