- No two days are the same in Customer Service and Support at Microsoft. We engage in challenging and complex problem solving. We constantly pick each other’s brains and our minds are always abuzz with ideas for helping our customers throughout the world to realize their full potential.
- Our team is open and welcoming, we speak many languages and we come from a variety of cultural backgrounds. We are looking for talented people with a growth mindset, a passion for solving complex issues and obsession for customer happiness.
- If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thanks you for your help, this may be the career opportunity for you.
About the Role:
- You will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your investigation over the phone and Web.
- When needed, you will transfer your cases to your colleagues, involve subject matter experts, or escalate to Engineering (Product Groups) and Management. Your day-to-day job will be about both providing technical expertise (either on your own or by involving your colleagues), and 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.
How your day looks like as a Support Engineer - main responsibilities:
- Be available to take ownership of new cases and escalations.
- Provide support to Enterprise customers, partners, and other engineers.
- Scope customer’s issues and support boundaries by collecting the relevant facts.
- Investigate the problem by doing your own research and by involving other teams as needed.
- Consult with your immediate peers or colleagues around the world, handing the case over to them if necessary.
- Escalate to management as necessary, acting internally as a customer advocate, and keeping the customers informed.
- Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate.
- Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
- Document your technical work and research in a detailed and comprehensive manner.
- Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
