Microsoft technical support center recruitment

Exchange support engineer and senior support engineer are required in two existing positions. They focus on technical competence, communication capability, and technical passion. Support Engineer can access Microsoft Technical materials To solve the most challenging problems. Sr. Se reserves talents for Senior Expert engineers and uses Microsoft products Source code To solve technical problems, you must have a programming Foundation and experience in the IT industry.
If you are interested, you can send your resume to your yong.wang@microsoft.com.

Job title: Support Engineer-Exchange Server Support
Department: EMS team, bizapps group, apgc CSS
Location: Shanghai
Job Summary:
The position will be reporting to EMS team manager in bizapps group. the support engineer will provide high quality technical support of Microsoft Exchange Server and messaging products to the Premier and professional customers in Asia Pacific and Greater China regions. the support engineer need to manage both customer relationships and the technical resolution of customer's requests, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.

Main Responsibilities
• Provide the quick and accurate solutions to the MERs 'problems. Meet all follow up commitments made with MERs
• Represent Microsoft and communicate with customers via telephone, written corresponsor, electronic service in a timely manner according to the Service Level Agreement.
• Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Adjust tively manage relationships with MERs, technical account managers and other internal MS resources, while ensuring high customer satisfaction of the overall service experiences.
• Compliance with the service operation processes for execution excellence.
• May work a rotational on-call schedule for 24x7 critical support.

Qualifications
• Bachelor or Master degree in engineering or science, computer science or Electrical Engineering preferred.
• 2 + years working experience in the related industry such as IT, technical support, consulting, experience of Microsoft Exchange Server or other messaging system preferred.
• Strong analytical logic and problem troubleshooting skills.
• Knowledge of Microsoft Server products, OS and application architecture, networking, TCP/IP family protocols. MCSE preferred.
• Good communication skills in both Chinese and English.
• Passion for new technology and quick learning skills.
• Self-motivate and must be a strong team player with a "Can-do" attitude.

Either of the following knowledge or skills is a strong plus:
• C ++/. NET Programming and debugging.
• Experience of customer service and technical support.

Competence/job skill attribute
 
• Analytical Problem Solving-high
• Building customer relationships-high
• Cross-boundary collaboration-Medium
• Product expertise-Medium
• Customer advocacy-Medium
• Impact and influence-Medium
• Interpersonal awareness-Medium
• Team leadership-N/

Job title: Sr. Support Engineer-Exchange Server Support
Department: EMS team, bizapps group, apgc CSS
Location: Shanghai
Job Summary:
The sr. support Engineer will provide high quality technical support of Microsoft Exchange Server and messaging products to the Premier and professional customers in Asia Pacific and Greater China regions, especially for the key enterprise customer accounts and the problems in complex environment. the sr. support Engineer need to manage both customer relationships and the technical resolution of customer's requests, leverage advanced troubleshooting skills to handle the escalation of hot or difficult customer problems from support engineers, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.

Main Responsibilities
• Provide the quick and accurate solutions to the problems from the customer
• Represent Microsoft and communicate with customers via telephone, written corresponsor, electronic service in a timely manner according to the Service Level Agreement.
• Take the escalation of support engineers for political hot or technical difficult problems, manage the healthy progress of service requests, and further escalate the most complex technical problems or product issue to escalation engineers at the right time with the right information.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Learn advanced technologies and deliver high-level training internally and externally. Maintain strong working knowledge of new products.
• Adjust tively manage relationships with MERs, technical account managers and other internal MS resources, while ensuring high customer satisfaction of the overall service experiences.
• Compliance with the service operation processes for execution excellence.
• May work a rotational on-call schedule for 24x7 critical support.
• Provide coaching and consulting for internal colleagues
Team responsibilities:
• Lead the Support Team readiness in certain specialties.
• Assist team manager to recruit new people, coaching junior support engineers/vendors to provide excellent service to mers MERs.
• Conducting regular case review of the mentees to ensure case wellness, and provide technical or non-technical advice to accelerate problem resolution.
• Assist team members to identify risky case and conducting customer recovery when required.
• Communicate with stakeholders, including peer, managers, Tam, and customer executives appropriately to escalate problem in time. can manage stakeholder expectation extends tively.
• Propose new initiatives and necessary process changes to meet internal/external business change and performance improvement requirement.

qualifications
• Bachelor or Master degree in engineering or science, computer science or Electrical Engineering preferred.
• 4 + years working experience in the related industry such as IT, technical support, consulting, experience of Microsoft Exchange Server or other messaging system required.
• Expertise in analytical logic and problem troubleshooting skills.
• strong knowledge of Microsoft Server products, OS and application architecture, networking, TCP/IP family protocols. MCSE required.
• good communication skills in both Chinese and English.
• passion for new technology and quick learning skills.
• Self-motivate and must be a strong team player with a "can-do" attitude.
• C ++ /. NET Programming and debugging.
• Experience of customer service and technical support.

Competence/job skill attribute
 
• Analytical Problem Solving-high
• Building customer relationships-high
• Cross-boundary collaboration-high
• Product expertise-high
• Customer advocacy-high
• Impact and influence-high
• Interpersonal awareness-Medium
• Team leadership-Medium