Technical Support Engineer

Tổng quan về công việc và trách nhiệm

- Apply strong verbal and written communication skills in the supported language. - Utilize solid technical knowledge of supported Microsoft products. - Represent Microsoft and communicate with Microsoft customers through various channels (telephone, email, web). - Manage relationships with multiple customers and partners, collaborating with business contacts within Microsoft. - Use standard processes and existing diagnosis methods to address customer and technical issues for problem resolution and customer satisfaction. - Document incidents and report customer suggestions and technical issues to Microsoft. - Respond to customer feedback and utilize Microsoft escalations to meet response, resolution, efficiency, productivity, and utilization targets. - Communicate and collaborate proactively and reactively with cross-group peers and Microsoft resources to find solutions for complex problems. - Produce quality documentation and share with appropriate team members and the tech lead as necessary. - Ensure compliance with service operation processes for execution excellence. - Adhere to the Microsoft Business Code of Conduct in all interactions with customers and Microsoft. - Maintain strict adherence to data privacy guidelines, ensuring customer PII is never at risk.