Role Purpose
The successful candidate will work within a team of support engineers focused on resolving our Premier and Partner customers’ technical issues. This requires scoping the customer’s expectations and collaborating with others to meet those expectations in the shortest possible time. This includes providing customers with reliable technical solutions and a consistently exceptional service experience. This involves reactive remote support, working with and collaborating with colleagues in the UK, India, EMEA & US.
The successful candidate will join the UK Developer Support team, working closely with Engineering Services teams and global escalation teams supporting Microsoft’s Global English customers.
Team/Department Mission
Solve the customer’s problem in the quickest way possible by putting them at the centre of everything we do.
Key Accountabilities
- Communicate with customers, Global Technical Support Centre (GTSC) engineers and appropriate subsidiary staff via electronic correspondence or telephone.
- Assist with onsite support regarding mission critical problems experienced with the supported technology within your team.
- Solve complex level of problems, involving broad product knowledge or product speciality redirected by GTSC or escalated by subsidiary sites.
- Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
- Have a working knowledge of incident based calls tracking tool, i.e. Remedy, Quest, Clarify or MSSOLVE
- Handle incoming escalated incidents varying between low and high call volume.
- Be reactive to higher priority severity incidents initiated by our customers.
- Write technical documents in order to distribute technical information to all Customers.
- Attend and own triage meetings with local and remote GTSC engineers to share knowledge and efficiently develop customer solutions.
- Perform technical mentoring and assisting of GTSC engineers and TAM's to ensure the quality of service.
- Assist in hot-site issues by setting customer expectations, devising action plans and communicating to Technical Account Managers, Partners and customers.
- Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
- Assist in representing Microsoft in the support community
- Active in driving Market Share
Key Success Criteria
- Ability to delight customers, contribution to team customer satisfaction and utilisation goals
- Excellent team player
- Strong ownership of customer issues
- Realise personal accountability within team
- Ability to take responsibility and react effectively
Knowledge, Skills and Experience
- Essential Experience
- Excellent written and spoken English
- Technical support (on site and telephone)
- Deep knowledge of product(s) / technologies being supported with proven track record
- Ability to take leadership in one specific product.
- Good communication skills in international environment
- Mature technical skills and proven support experience
Technical / Functional Skills
Required:
- Strong user mode native & managed debugging skills
- Strong C# and managed code skills
- Experience with Visual Studio 2008/2010
- Network troubleshooting, including Netmon, Fiddler, Wireshark, etc
- Proficient knowledge of ASP.NET development and configuration
- Working knowledge of WCF
Desirable:
- Knowledge of MVC, Silverlight, AJAX, Java/Javascript, C++
- Knowledge of data access technologies such as ADO.NET, LINQ, WCF Data Services
- Knowledge of client/server authentication, SSL certificates, WIF, RPS, etc
- Knowledge of FastCGI including PHP, Python, Ruby, etc
- Knowledge of general web development concepts such as IIS, HTTP/s, REST, CNAME, DNS, TCP, etc
- Detailed understanding of Windows Azure Cloud Platform
- Experience with Azure SDK & Azure Managed libraries
Personal Attributes / Interpersonal Skills
- Customer focused
- Great team player and sharing of best practice
- Technically credible
- Excellent communication skills both spoken and written
- Able to work well under pressure and meet commitments
- Ability to communicate with international customers (cultural awareness)
- Able to work with remote colleagues and customers as part of a Global team
- Willingness to work on site with customers as required
Qualifications
Desirable:
- MCSE/MCSD/MCPs, Computer Science Degree, vendor qualifications or other advanced professional qualifications
Microsoft is an equal opportunity employer and supports workforce diversity
