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Job Description
- Positively represent Microsoft and communicate with corporate customers via telephone, email, Skype in regard to finding solutions for technical problem identified in Microsoft products.
- As a member of a team, pursue technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service.
- Responsible for managing the relationship with these customers and thoroughly documenting their cases.
- Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
- Consistently share best practices. Write technical articles and blogs for guiding other team members and customers.
Job Requirements
- Good Communication Skills - spoken and written English and German or French or Italian
- Excellent customer service skills and customer focused attitude.
- Three or more years’ experience in systems deployment/admin, network operations, software support or IT Consulting,
- Effective learning skills and the ability to learn on the go.
- Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.
- Genuine passion for technology and desire and aptitude to increase technical skill level required.
- Strong knowledge of: any Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services
- Nice to have would include: Exchange, SCCM, Mobile device configuration and app deployment, Cloud products like Azure, Office 365, other Mobile device management tools and programming knowledge
- Recent work experience in a customer facing support role
- Excellent written and oral communication skills
- Cultural sensitivity
- Experience of building relationships with customers
- Ability to build the trust of a community
- Self-motivation and an ability to use initiative
- Flexibility and ability to adapt to ambiguous and changing situations