Job type full-time
Full job description
Microsoft is on a mission to empower every person and every organization on the planet to achieve moreOur culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each dayIn doing so, we create life-changing innovations that impact billions of lives around the worldYou can help us to achieve our mission.
With over 15,000 employees worldwide, the microsoft customer experience and success (cens) organization is responsible for the strategy, design, and implementation of the microsoft end-to-end customer experienceThis newly expanded organization reflects the microsoft ambition to be known as a customer experience company, ensuring our microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growthThe cens organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support engineers (se) serve as frontline technical resources for microsoft customers and partners via phone, email or webThey deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customersYou will be part of a team responsible for providing an outstanding technical support experience to our business customersFrom problem identification to full resolution, you will own and manage the customer experience over the phone and webWhen needed, you will collaborate with others to engage subject matter experts, engineering (product groups) or managementYour day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professionalYou will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Responsible for the customer support experience with microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.gSwarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group or engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of css (product engineering teams, services, support, regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Strong knowledge and understanding of tcp/ip protocols and osi model
Experience with infrastructure / network administration
Troubleshooting at the expert level within large network environments
Notions of private, hybrid and public cloud
Notions of windows and/or linux os
Notions of virtualization of sdn technologies
Solid foundation and background in microsoft products and technologies
Knowledge and understanding of vpn, ipsec, dhcp, dns, http/s
Familiar with packet sniffers: wireshark or network monitor/message analyzer
Familiar with load balancing, geo-redundancy, cdn and vpn technologies preferred
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
English language: fluent in reading, writing and speaking.
Ability to meet microsoft, customer and/or government security screening requirements are required for this roleThese requirements include, but are not limited to the following specialized security screenings: microsoft cloud background check: this position will be required to pass the microsoft cloud background check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinancesWe also consider qualified applicants regardless of criminal histories, consistent with legal requirementsIf you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with microsoft and the country where you work.
Posted 29 days ago