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Job Description
- Exhibit leadership through personal responsibility, accountability and teamwork
- Scope a customer’s 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.
- Act as a technical focal point where needed with other 3rd party companies
- 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.
Job Requirements
- 2+ years in a customer facing service role in any capacity
- English Language: fluent in reading, writing and spoken
- Bilingual –Spanish, French, German, Italian or Portuguese,
- Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills.
- Must have sufficient technical depth to communicate with development and other internal organizations at a peer level;
- Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers;
- Demonstrated aptitude for providing exceptional customer service in politically charged environments;
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development;
- Ability to apply technology to improve existing products and systems at customers and for internal use
- Ability to actively participate in team support by proposing and implementing solutions;
Technical Acumen:
- Deep understanding in Exchange architecture
- Deep troubleshooting skills with Exchange
- Experience with Exchange 2010, 2013 and 2016
- Experience with Windows Server 2012 and 2016.
- Design, administration and/or support experience with Exchange On-Premise and Exchange Online environments.
- Experience with Migrations to Exchange On Premise to Exchange Online
- Troubleshooting skills with Exchange Transport and Client Access
- Troubleshooting experience with Devices syncing.
- Experience with Exchange Disaster Recovery scenarios
- Deep understanding of Active Directory and DNS