Technical Support Engineering- MS Office
- Minuscule Technologies
- 3 to 9 Yrs
- Hyderabad
- 1 day ago
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Job Description
- With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsofts products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsofts portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsofts AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency. This role is flexible in that you can work up to 50% from home. Microsofts mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Role Deliver high-quality customer and partner experience (CPE) through timely response and resolution. Collaborate with global peers, stake holders, account managers, product group to resolve the customers issue in the most efficient way. Achieve career growth and professional development through individual and team readiness. Contribute to the efficiency and effectiveness of the business through excellence in execution. Contribute to Microsofts objective of growing market share across solutions, workloads, platforms and products. Works closely with the product team on some of the technical design issue and product changes. Represent Microsoft as a trusted advisor to Microsoft customers. Drive some of the team/cluster level projects to improve CPE. Ronsibilities Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers. Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts. Individual and Team Readiness Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently. Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads. Write complex technical articles and sample programs for knowledge base. Partner with Managers on succession planning for Technical Leads for the business on a need basis. Knowledge Sharing Contribution Conduct regular technical triages and case reviews. Consult, collaborate and take escalations when necessary. Lead cross-technology virtual efforts with the product team to assess future needs. Drive the development and management of content for the team. Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. Effective Communication Manage customer escalations and recognize when to solicit additional help. Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need. Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager. Utilize effective verbal/written skills to communicate with customers and peers. Makes effective technical presentations Willing to work in any shift as per business need. Qualifications 3-9 years of experience. Foundational concepts of all Office products across all platforms - Windows, Mac and iOS. Operating Systems Concepts - Active Directory, Security, Performance Networking concepts - DNS, protocols, Devices Windows Architecture - Exception Handling, Memory Management concepts .NET basic concepts, Web architecture, IIS concepts and configuration Tools - Netmon, Perfmon, Process Monitor, DebugDiag, Process Explorer, VMMap, Fiddler and Charles Advanced troubleshooting skills Concept of MDM and troubleshooting application hang issues on mobile devices Qualifications Language Qualification English Language: fluent in reading, writing and speaking. ,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Technical Support Engineering- MS OfficeContact Details:
Company: MicrosoftLocation(s): Hyderabad+ View Contact
Keyskills: Technical Support Collaboration Research Active Directory NET Web architecture Troubleshooting skills MDM Customer Success Problemsolving
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Minuscule Technologies
Minuscule Technologies is a Software Services and SAAS product company. We specialize in Salesforce consulting, Salesforce QA, DevOps, etc. We are headquartered in the US and have Offshore delivery centers in India and Malaysia. Driven by passion, we have experienced steady growth and expansion o...
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