上海招聘

Job Category: Customer Service & Support

Location: China, Shanghai

Job ID: 793172

Division: Services & Support

Job title : MBS CRM Support Engineer - Shanghai

Department : APGC MBS Support

Microsoft Dynamics is delivering exciting growth in the Asia Pacific. A vital component to this growth is delivering great support to our partners and customers. Microsoft CRM is a large part of this growth and is increasingly being seen as the CRM solution of choice by mid market businesses.

Microsoft CRM was launched in the region in 2005, and has grown significantly both regionally and in the Chinese market. In order to support this growth we are looking for a full time staff to work together with the virtual team located in Tokyo, Shanghai, and Sydney.

As a Microsoft CRM Support Engineer you will be responsible for resolving partner and customer issues in a timely and adequate manner through electronic support, phone support, advisory services and emergency on-site support.

You are expected to be technically skilled in a range of Microsoft server products, and you will have ample opportunity to further your skill-set through relevant training opportunities locally and world-wide. You should have strong knowledge in supporting and administrating SQL Server, Windows Server architecture, Active Directory and IIS. Knowledge of Dynamics CRM or equivalent CRM applications is optional.

You should also have good English skills, reading / writing and speaking. Your customers and partners are from across the region as are your team mates, and you will be conversing more than half your time in English.

- Accept and appropriately resolve customer issues ensuring resolution in a timely manner and in accordance with the Microsoft Terms & Conditions and contractual agreements.

- Accept escalations from less knowledgeable staff that require a higher degree of technical expertise.

- Demonstrate strong communication skills ensuring that verbal and written responses are relevant, complete and easily understood when communicating with internal team members, partners and customers.

- Preparation of Knowledge Documents

- Use sound judgment in the management, escalation and resolution of support cases.

- Maintain high level of domain and technical skill in Microsoft CRM

- Training Facilitation and localization of courseware

- Paid support / consulting to Partners and Customers, including pro-active services as part of our various service offerings

- Experience with Windows Server operating systems

- Experience with SQL Server database

- Experience with Customer Relationship Management solutions

- Knowledge of Microsoft CRM (beneficial)

- Excellent written and verbal communication and problem solving skills ：English/Mandarin (spoken)/Simplified and Traditional Chinese (written)

- Excellent customer service skills

- Excellent learning skills with the ability to quickly pick up new technologies

- Prior support experience (desired)

- Prior Training experience (beneficial)

- Prior consulting experience (beneficial)

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。