Job
Description
With a team of more than 45,000 employees and partners globally, the Customer Experience and Success (CE&S) organization is dedicated to empowering customers to drive business value by creating exceptional experiences using Microsoft's products and services. Fueled by a commitment to people and culture, we strive for alignment and execution across the company to consistently exceed customer expectations in all interactions, be it in-product, digital, or human-centered. CE&S oversees consulting, customer success, and support services across Microsoft's extensive portfolio of solutions and products, with a focus on accelerating AI transformation for customers and the world. As a part of CE&S, the Customer Service & Support (CSS) team is focused on building trust and confidence for individuals and organizations through the delivery of seamless support experiences. Leveraging Microsoft's AI technology, CSS aims to assist consumers, businesses, partners, and more in resolving issues efficiently and securely, while also enhancing their overall Microsoft investment. Within the CSS team, we are seeking individuals who are passionate about driving customer success. As a Technical Support Engineer, you will be responsible for owning, troubleshooting, and resolving customer technical issues. This role presents an opportunity to advance your career, refine your problem-solving skills, collaborate effectively, conduct research, and enhance your technical expertise. The position offers flexibility, allowing you to work remotely up to 25% of the time. At Microsoft, our mission is to empower every individual and organization on the planet to achieve more. We operate with a growth mindset, prioritize innovation to empower others, and foster collaboration to achieve shared objectives. By upholding values of respect, integrity, and accountability, we cultivate an inclusive culture where all employees can thrive professionally and personally. **Responsibilities:** - **Response and Resolution:** Own, investigate, and resolve customer technical issues by collaborating within and across teams, utilizing troubleshooting tools and best practices. - **Readiness:** Lead or participate in building communities with peer delivery roles, sharing knowledge where appropriate, and developing technical and professional proficiency through ongoing training. - **Product/Process Improvement:** Identify potential product defects, escalate issues for resolution, and contribute to Microsoft's product enhancements. **Qualifications:** **The Role:** - Deliver high-quality customer and partner experiences through timely response and resolution. - Collaborate with global peers, stakeholders, account managers, and product groups to efficiently resolve customer issues. - Pursue career growth and professional development through individual and team readiness. - Enhance business efficiency and effectiveness through excellence in execution. - Support Microsoft's goal of expanding market share across solutions, workloads, platforms, and products. - Collaborate closely with the product team on technical design issues and product changes. - Serve as a trusted advisor to Microsoft customers and drive team/cluster level projects to enhance customer experience. **Responsibilities:** - Represent Microsoft and engage with corporate customers via telephone, written correspondence, or electronic service to address technically complex escalated problems in Microsoft software products. - Manage politically charged situations and technically complex problems requiring advanced customer skills. - Handle escalated, mission-critical or politically sensitive customer issues, maintaining ownership until complete resolution. - Solve highly complex escalated problems, utilizing deep product knowledge or specialization, potentially requiring code/scripting. - Lead triage meetings, share knowledge with other engineers, and develop efficient customer solutions. - Contribute to knowledge sharing, conduct technical reviews, collaborate, and escalate as needed. - Lead cross-technology efforts with the product team, assess future needs, and drive content development. - Maintain expertise in pre-release products and drive product improvement in key areas. - Effectively manage customer escalations, recover from dissatisfied-customer situations, and communicate with customers and peers. - Make technical presentations and be willing to work in any shift as required. **Qualifications:** - Bachelor's degree in Computer Science, Information Technology, or related field. - Practical experience in technical support or help desk roles within a Microsoft Office environment. - Proficiency in Microsoft Office apps (Word, Excel, PowerPoint) to support end-users and resolve productivity issues. - Hands-on experience with M365 Apps for Office Deployment using tools like the Office Deployment Tool (ODT), Configuration Manager, or Intune. - Solid understanding of Microsoft Entra ID (formerly Azure AD) including user authentication, troubleshooting sign-in issues, error codes, and integration scenarios. - Familiarity with core Windows OS concepts, network fundamentals, and DNS operations for troubleshooting. (Note: The job description provided is a summarized version of the original content and has been rephrased for clarity and coherence.),
