Online Services Support Engineer(职位编号：803745)
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
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 803745
Product: Exchange Server
Division: Services & Support
Job Description
Position Description: Online Services Support Engineer
Are you a deep technical expert interested in helping our customers and partners adopt and implement Microsoft cloud technologies? Does occasional international travel and working on site with our international customers and partners appeal to you? Does the challenge of working with cross-cultural teams with different work styles interest you? If the answer is yes, then the APGC CSS Online Services Support team has an immediate opening for you.
Overview:
Online Services Support Engineer will support APGC online services customers and partners, and act as a technical backbone for broad and complex issues. The person focuses on technical deep diving and guidance to Microsoft’s customers and partners, proactively works to circumvent roadblocks and to provide solutions. This person will act as the regional escalation point for Online Services support issues with the next level of escalation with product groups and or datacenter operations teams. One of the key responsibilities would be to improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.
Responsibilities:
Represent Microsoft and communicates with customers and partners in Asia Pacific and GCR region via telephone, written correspondence, or electronic service regarding technically complex issues with Microsoft Cloud services, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
Daily interaction with other engineers to provide technical action plans for, or take ownership of the most difficult cases.
Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.
Create technical content including Knowledge Base articles, whitepapers, training documents, etc.
Assist with selection of new team members.
May act as technical focal point in cooperative relationships with other companies.
Competencies:
- Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
- Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
- Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping to define long term strategic goals.
- Demonstrated leadership skills and strong communication and interpersonal skills.
Qualifications:
- Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
- Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.
- Ability to apply technology to improve existing products and systems at customers and for internal use.
- Ability to actively participate in team support by proposing and implementing solutions.
- Must be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.
- Ability to work or be on call during various shifts including weekends and deep nights for critical cases on a 24x7 basis
- 4 Years of product support experience or related work experience.
- Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.
- Frequent international travel required and available to travel to a customer’s site under short notice and work remotely.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Technical Requirements:
- Prior knowledge of Exchange/ networking/Operating Systems.
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.
- MCSE strongly preferred. Will consider related field (or equivalent) experience.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 803745
Product: Exchange Server
Division: Services & Support
Job Description
Position Description: Online Services Support Engineer
Are you a deep technical expert interested in helping our customers and partners adopt and implement Microsoft cloud technologies? Does occasional international travel and working on site with our international customers and partners appeal to you? Does the challenge of working with cross-cultural teams with different work styles interest you? If the answer is yes, then the APGC CSS Online Services Support team has an immediate opening for you.
Overview:
Online Services Support Engineer will support APGC online services customers and partners, and act as a technical backbone for broad and complex issues. The person focuses on technical deep diving and guidance to Microsoft’s customers and partners, proactively works to circumvent roadblocks and to provide solutions. This person will act as the regional escalation point for Online Services support issues with the next level of escalation with product groups and or datacenter operations teams. One of the key responsibilities would be to improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.
Responsibilities:
Represent Microsoft and communicates with customers and partners in Asia Pacific and GCR region via telephone, written correspondence, or electronic service regarding technically complex issues with Microsoft Cloud services, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
Daily interaction with other engineers to provide technical action plans for, or take ownership of the most difficult cases.
Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.
Create technical content including Knowledge Base articles, whitepapers, training documents, etc.
Assist with selection of new team members.
May act as technical focal point in cooperative relationships with other companies.
Competencies:
- Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
- Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
- Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping to define long term strategic goals.
- Demonstrated leadership skills and strong communication and interpersonal skills.
Qualifications:
- Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
- Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.
- Ability to apply technology to improve existing products and systems at customers and for internal use.
- Ability to actively participate in team support by proposing and implementing solutions.
- Must be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.
- Ability to work or be on call during various shifts including weekends and deep nights for critical cases on a 24x7 basis
- 4 Years of product support experience or related work experience.
- Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.
- Frequent international travel required and available to travel to a customer’s site under short notice and work remotely.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Technical Requirements:
- Prior knowledge of Exchange/ networking/Operating Systems.
Education:
- Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.
- MCSE strongly preferred. Will consider related field (or equivalent) experience.
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。