Summary: The Technical Support Engineer’s primary focus will be ensuring that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive. Utilizing knowledge of the customer environment, they will deliver timely and high- quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub- cases to ensure timely and high- quality communication with customers and resolution of all issues. They will develop a relationship with their technical peers for the technology they support and related technologies to ensure improved collaboration and satisfaction in support.
Responsibilities:
Applying strong verbal and written communication skills in the supported language, and solid technical knowledge of supported Microsoft products, to represent Microsoft and communicate with Microsoft customers through telephone, email and web response, carrying out the following activities as needed:
Manage relationships with multiple customers, partners and collaborate with business contacts within Microsoft
Respond to voice of customers, utilize Microsoft escalations and meet response, resolution, efficiency, productivity and utilization targets required by Microsoft business unit
Compliance with the service operation processes for execution excellence
Use standard processes, implement existing diagnosis methods, solutions/workarounds to effectively deal with customer and technical issues to achieve problem resolution and customer satisfaction
Communicate and collaborate with cross- group peers and Microsoft resources both proactively and reactively in order to identify and leverage the right resources to arrive at solutions to tough and hot problems
Produce quality documentation and share with the appropriate team members and tech lead as appropriate
Adherence to the Microsoft Business Code of Conduct in all customer interactions and interactions with Microsoft, and
Document incidents, report customer suggestions and technical issues to Microsoft
Represent Microsoft and communicate with Microsoft customers
Strict adherence to data privacy guidelines – never putting customer PII at risk
