重庆招聘

职位描述：

Job # 988223
Locations China, Shanghai
Job families Services (engineering)
Teams Consulting services

Technical Advisor

Basic Information:

 Standard Job Title: Technical Advisor

 Job Posting Title: Technical Advisor – O365 Community SharePoint Online

 Location: Shanghai

 Hiring Manager: Eric Guo

Job Description

O365 Community Support is part of the Asia CSS Broad Commercial Support within Microsoft Service that focuses on providing post-sales technical support for Microsoft online services “Office 365” across the Asia Pacific and Greater China Region, where Office 365 is one of the fastest growing service offering of Microsoft. As a Community Cloud Technical Advisor, 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

Resource Management

• Work with vendor partners to define the detailed criteria (technical/non-technical) and readiness materials/resources for the different levels of agents

• Work with vendor partners to drive the high-quality hiring and competency improvements of agents to meet the expected resource requirements

Operation Excellence

• Work with the vendor partners to drive the covered teams to meet or exceed business scorecard targets.

• Work with vendor partners to make sure the delivery results of covered teams align with the compliance requirements

• Analyze the weak areas of the covered teams and work with the vendor partners, other TAs and SDM to drive the operation improvements of covered teams proactively

• Refine the framework, processes and resources based on the coverage and share to other TAs, SDM and vendor partners for their improvements

• Own various initiates to proactively drive out the business results to show the operation excellence and/or business impacts.

Technical Domain

• Be able to provide technical consulting for frontline engineers

• Be able to work with the vendor partners and internal stakeholders on escalations and hot issues and share the insights to high-level stakeholders

Core Qualifications:

• Bachelor’s degree or above required

• Technical Expertise on Microsoft Platform Server products/Sharepoint Server products/Sharepoint Online Service

• 2+ year of technical support experience and troubleshooting acumen on Microsoft Platform Server products/Sharepoint Server products/Sharepoint Online Service

• High proficiency levels in the following competencies:

o Troubleshooting

o Analytical problem solving

o Building customer/partner relationships

o Cross-boundary collaboration especially in virtual team and global environments

o Customer advocacy

o Project management

o Technology expertise

• 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;

• Ability to work effectively under a deadline and in a multiple demand environment required.

Preferred Qualifications:

• Technical support background or experiencing strongly preferred.

• Previous partner/vendor service delivery experience

Microsoft is an equal opportunity emplyer and supports workforce diversity.

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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。
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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。