Support Engineer 2(职位编号：827880)
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：2013-07-25
- 工作地点：无锡
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：技术支持/维护工程师
职位描述
Job ID 827880
Location China, Wuxi
Job Category Customer Service & Support
Division Services & Support
Job Description
ITPro and Global Forum Escalation Team is a member of Online Service & Support (OSS) organization, which is part of the Customer Service & Support (CSS) organization. We focus on providing post-sales technical support for Microsoft North America Enterprise and IT Professional customers as well as Microsoft forum escalation support. The candidate will be responsible in leading a team of vendors in delivering worldclass technical support; improving the technical quality of the support group by organizing and delivering readiness program; process design and implementation; addressing internal or external technical escalations; vendor mentoring & coaching; operations scorecard tracking to ensure worldclass service delivery.
If you are someone with high energy, versatile and have a keen sense of curiosity in knowing what’s next? This could be the right role for you – where you can stretch your capability and make good business impact, while engaging with leading edge Microsoft technologies & services.
Key Responsibilities
- Customer Issue Resolution & Responsiveness. Gain agreement from customer on problem resolving; research, troubleshoot, solve the issue or implement a workaround. Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
- Effective Communication & Collaboration. Identify the right resource to collaborate with for tough & hot problem. Collaborate with cross-group peers both proactively and reactively. Produce quality documentation and share with the appropriate team members and tech lead as appropriate. Effective communication and collaboration to quickly resolve customer issues.
- Training & Readiness. Identify current knowledge gaps and opportunities. Identify and development readiness roadmap. Develop documentation and mentoring to others within your technical specialty. Make effective technical presentations, both internal and external.
- Operation Excellence. Understand business nature. Adhere to company policies, processes and procedures on day-to-day operations. Manage and prioritize your workload while keeping team members and management appropriately informed. Participate in related projects per management request or business need.
- Cross Team Collaboration. Establish positive working relationships across Microsoft teams, business groups, and/or disciplines.
Competencies
- Resolve difficult and sensitive situations by understanding and adapting to customer’s business environment.
- Proactively reviews cases to validate proper action plan and reviews open cases to help resolve before escalations to reduce overall escalation volume.
- Improves operation of internal processes and systems to save time and reduce complexity.
- Mentors and consults with others to resolve cases in a timely manner, to promote peer development and to drive technical quality.
Qualification
- 5+ years of experience supporting enterprise customers with strong service skills.
- In depth knowledge in one of the following technologies
o Exchange
o SharePoint
o Windows Server or Windows Client
o SQL Server
- Strong analytical logic and troubleshooting skills.
- Passion on technical knowledge learning and be a quick learner.
- Be able to deal with business ambiguous, strong problem solving skills and get things done.
- Proven verbal and written English skills.
- Excellent communication skills, collaboration skills, and must have a strong team spirit.
- Self-motivated, action oriented and willing to take big challenges
- Bachelor's degree or above in Computer Sciences/ Engineering from a reputable University/Institute.
- MCSE, CCIE certificates or programming experience are preferred
Microsoft is an equal opportunity employer and supports workforce diversity.
Location China, Wuxi
Job Category Customer Service & Support
Division Services & Support
Job Description
ITPro and Global Forum Escalation Team is a member of Online Service & Support (OSS) organization, which is part of the Customer Service & Support (CSS) organization. We focus on providing post-sales technical support for Microsoft North America Enterprise and IT Professional customers as well as Microsoft forum escalation support. The candidate will be responsible in leading a team of vendors in delivering worldclass technical support; improving the technical quality of the support group by organizing and delivering readiness program; process design and implementation; addressing internal or external technical escalations; vendor mentoring & coaching; operations scorecard tracking to ensure worldclass service delivery.
If you are someone with high energy, versatile and have a keen sense of curiosity in knowing what’s next? This could be the right role for you – where you can stretch your capability and make good business impact, while engaging with leading edge Microsoft technologies & services.
Key Responsibilities
- Customer Issue Resolution & Responsiveness. Gain agreement from customer on problem resolving; research, troubleshoot, solve the issue or implement a workaround. Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
- Effective Communication & Collaboration. Identify the right resource to collaborate with for tough & hot problem. Collaborate with cross-group peers both proactively and reactively. Produce quality documentation and share with the appropriate team members and tech lead as appropriate. Effective communication and collaboration to quickly resolve customer issues.
- Training & Readiness. Identify current knowledge gaps and opportunities. Identify and development readiness roadmap. Develop documentation and mentoring to others within your technical specialty. Make effective technical presentations, both internal and external.
- Operation Excellence. Understand business nature. Adhere to company policies, processes and procedures on day-to-day operations. Manage and prioritize your workload while keeping team members and management appropriately informed. Participate in related projects per management request or business need.
- Cross Team Collaboration. Establish positive working relationships across Microsoft teams, business groups, and/or disciplines.
Competencies
- Resolve difficult and sensitive situations by understanding and adapting to customer’s business environment.
- Proactively reviews cases to validate proper action plan and reviews open cases to help resolve before escalations to reduce overall escalation volume.
- Improves operation of internal processes and systems to save time and reduce complexity.
- Mentors and consults with others to resolve cases in a timely manner, to promote peer development and to drive technical quality.
Qualification
- 5+ years of experience supporting enterprise customers with strong service skills.
- In depth knowledge in one of the following technologies
o Exchange
o SharePoint
o Windows Server or Windows Client
o SQL Server
- Strong analytical logic and troubleshooting skills.
- Passion on technical knowledge learning and be a quick learner.
- Be able to deal with business ambiguous, strong problem solving skills and get things done.
- Proven verbal and written English skills.
- Excellent communication skills, collaboration skills, and must have a strong team spirit.
- Self-motivated, action oriented and willing to take big challenges
- Bachelor's degree or above in Computer Sciences/ Engineering from a reputable University/Institute.
- MCSE, CCIE certificates or programming experience are 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。
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。