Jobs for People with MS: National MS Society

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s 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

Main Responsibilities

• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

Qualifications

Minimum Qualifications

• Solid experience in IT or Technical Support experience.

• Fluency in English and Japanese languages is a must

• Basic to medium technical knowledge on particular Windows technologies:Active DirectoryCertificates & PKIEnterprise State RoamingFRS and DFSRGroup PolicySecurity & AuthenticationSlow LogonUser Profiles

• 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.

• Must possess the ability to work independently with minimal management supervision and as part of an international team of engineers;

• Demonstrated aptitude for providing exceptional customer service in politically charged environments; Proven Leadership and cross site collaboration skills;

Preferred Qualifications

• 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.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .