Support Engineer WCB - Full Time - University Graduates
Microsoft
Taipei, Taipei City, Taiwan
6天前

Every year, we welcome thousands of university graduates from every corner of the world to join Microsoft. You bring your aspirations, talent, potential and excitement for the journey ahead.

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more and when you begin your career with us, we empower you through the .

Those hired into the roles listed below are invited to participate in this two-year learning and development experience where you'll build your network, cultivate intentional capabilities and gain perspective into the career opportunities across Microsoft’s many exciting businesses.

We’re a company of learn-it-all’s rather than know-it-alls and our culture is centered around embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

Does this sound like you? Learn more about our cultural attributes.

Are you ready to join us and create the future? Come as you are, do what you love start your journey with us today!

Responsibilities

Customer Facing Technology :

The Customer Facing Technology segment of the business helps customers and partners discover and implement high-value Microsoft solutions that generate rapid, meaningful, and measurable results.

With its global partner network and support infrastructure, Microsoft Services segment of the business enables the successful adoption, deployment, and use of Microsoft solutions and technologies for all customers, from the individual to the enterprise.

Microsoft Services is designed to provide the right scope of services at the right time, including localized support solutions for businesses and consumers around the world.

Typical Customer Facing Technology roles include :

  • Associate Consultant
  • Support Engineer
  • Technical Account Manager
  • Technology Solutions Professional
  • Technical Evangelist
  • This is where the journey begins by using MS advanced technology to help every customer fully realize their potential through accelerated adoption and productive use of Microsoft products.

    You will build strong relationships with MS customers and hear the Voice of Customer on the front line.

    You will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft software products.

    Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.

    Responsibilities

    1. Customer Issue Resolution & Responsiveness

  • Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
  • Technical support to Microsoft Enterprise Premier Customers across the APGC region.
  • Resolve critical issues
  • Represent Microsoft and achieve high customer satisfaction.
  • Use trace, protocol analysis, and other sophisticated tools to analyze problems.
  • Act as the second tier support to take the escalation and solve the customer issue from subsidiary.
  • 2. Account enablement and Supportability

  • Through breakfix and advisory service interactions, build trust with enterprise accounts and provide account based advisories
  • Enable customer with product best practice and optimize their solution
  • Empower customer for self-serve and build long term loyalty and trust
  • Improve supportability by building best practices and learnings
  • 3. Effective Communication & Collaboration

  • Identify the right resource to collaborate with for tough & political hot problem.
  • Collaborate with cross-group peers both proactively and reactively.
  • Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
  • 4. Training & Readiness

  • Identify current knowledge deficiencies / training needs, as well as potential future needs.
  • Make effective technical presentations, both internal and external.
  • Provide documentation and mentoring to others within your technical specialty.
  • Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.
  • 5. Operational Precision

  • Adhere to published queue or call back schedule and be available for on-call duty, as necessary.
  • Use appropriate documentation and utilization and / or labor tracking methods to account for time.
  • Manage and prioritize your workload while keeping team members and management appropriately informed.
  • Participate in ad-hoc projects per management request or business need.
  • Qualifications

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