Customer Experience & Success
• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds
we want to talk to you.
In Customer Experience & Success
we are focused on how we can Empower
Help
and Advise Microsoft customers. We engage in solving complex problems for customers
we collaborate and knowledge share with each other
and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed
we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding
and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy
insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others
combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone
email or web. They 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 customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution
you will own and manage the customer experience over the phone and Web. When needed
you will collaborate with others to engage subject matter experts
Engineering (Product Groups) or Management. Your 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 professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Responsibilities
• Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information
self-solve when they decide to
and learn more about Microsoft products
services and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues
improve the product
and improve the support experience.
• Maintain a proactive approach to customer happiness
identifying customer satisfaction concerns and managing customer expectations
Qualifications
Required
• Up to 5 years’ experience in Network Security Engineering or consulting
and/or Systems Administration with focus on security. Experience with endpoint security
server security
or threat analytics.
• Up to 3 years’ customer facing support experience
• Up to 3 years’ experience on Windows Server
Windows Client
Active Directory and/or Azure Active Directory Administration
• Enterprise cloud experience with any of the major cloud providers
including cloud security
networking
and migration of multi-cloud or hybrid deployments
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Experience in one or more of these areas desirable
• Experience with Linux or Mac administration
• Scripting and automation (PowerShell or Python
Java
or a similar language
can be a beginner to intermediate level).
Language Qualification
Mandarin Language: fluent in reading
writing and speaking. English Language: confident in reading
writing and speaking.
Ability to meet Microsoft
customer and / or government security screening requirements are required for this role. These 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 employer. All 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 ordinances. We also consider qualified applicants regardless of criminal histories
consistent with legal requirements. If 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.
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