Support Engineer - Hyderabad / Secunderabad @ Microsoft

Responsibilities

Scope a customer 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.

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.

Language Qualification
English Language: fluent in reading, writing and speaking.

Responsibilities Include:
1. Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
2. Provide advanced troubleshooting to analyse problems and develop solutions to meet customer needs.
3. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
4. Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group.
5. May act as technical focal point in cooperative relationships with other companies.
6. Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.
7. Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues.
8. Provide exceptional customer service in politically charged environments.
9. Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact.
10. Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points.
11. Participate in planned team-wide shift rotations to cover business needs, including 24x7 on-call responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, and/or cover a 10-7 shifts.
12. Present technical content to various audiences including customers, partners, and internal stakeholders.
13. Provide consulting services to partners and customers to increase product market share.
14. This job may require you to cover weekend shift from time to time.