重庆招聘

Job ID 848495
Location China, Shanghai
Job Category Customer Service & Support
Division Services & Support

Job Description
Cloud Cluster is part of the GBS organization within Microsoft Service that focuses on providing post-sales technical support for Microsoft online services “Cloud” (BPOS, Office 365, Live@Edu etc.) deliver the support across the Asia Pacific and Greater China Region, where Office 365 is one of the fastest growing service offering of Microsoft. As a Frontline Cloud Tech Lead, you’re right within a fast-paced work environment with a first-hand view on how cloud services are evolving in the high growth Asia market. You’ll work with the Could escalation team, the Frontline support teams in other regions, the backend hosting team, the product group, Tool and Process managers and CPE lead to support customers as a union.
Hence, if you think you are someone with a proven track record of leadership in high stress situations and dynamic environment, high energy, versatile and have a keen sense of curiosity in knowing what’s next and is looking for your big career challenge at Microsoft, this could be the right role for you - where you can stretch your capability and make significant business impact through driving positive customer experience, while engaging with cutting edge technology & services.

Key Responsibilities
- Work with the Corp team to conduct headcount forecasting.
- Work with vendor partners to hire qualified vendor staffs and manage their performance
- Drive the Frontline team to meet or exceed business scorecard targets.
- Drive the Frontline team to support SMB partners or users to deploy Office 365 into their environment smoothly.
- Manage business communication with various stakeholders to improve cloud experience for various customers, such as personal users, small-business users, medium-business users and large enterprise users.
- Own various initiates to show your business insight potential.

Requirments:
Candidates must have a customer service attitude, ability to pull together teams of diverse individuals, ability to successfully influence others, strong time management skills, and be a results driven self-starter
Excellent oral and written communication skills in English including the ability to formulate issues and recommendations clearly and communicate them plainly and directly with stakeholders at all levels;
High proficiency levels in the following competencies:
- Troubleshooting
- Analytical problem solving
- Building customer/partner relationships
- Cross-boundary collaboration especially in virtual team and global environments
- Customer advocacy
- Project management
- Technology expertise
- Ability to work effectively under a deadline and in a multiple demand environment required.
- Technical Expertise on Microsoft Platform Server products/Exchange Server products/SharePoint Server products
- Technical expertise in email flow and email clients, such as outlook
- 5+ year of technical support experience and troubleshooting acumen on Microsoft Platform Server products/Exchange Server products/SharePoint Server products.
- 1+ year of people management experience
- 1+ year of vendor management experience
- Bachelor’s degree or above required
Preferred Qualifications:
- Technical support background and specific Premier & Professional experiencing strongly preferred.
- Specific knowledge of BPOS-S and Office 365 operational experience preferred and Services-wide awareness is a bonus.
- Previous partner/vendor service delivery experience
- MCSE or equivalent is a plus
- Additional network certifications (e.g. MCSA, CCNP, CCNA, A+)
Microsoft is an equal opportunity employer and supports workforce diversity.

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。