This track will be in 24X7 shift model. Hence should be flexible to cover during holidays and weekends to accommodate MS roster
Provide the quick and accurate solutions to the customers’ problems. Meet all follow up commitments made with customers.
Aligning with Customer’s business time, represent Microsoft and communicate with customers via telephone, remote assistance, written correspondence, electronic service in a timely manner according to the service level agreement.
Analyze problems and develop solutions to meet customer needs; may involve writing custom code.
Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
Write technical articles and sample programs for Microsoft's knowledge base.
Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups and product team as needed to resolve customer issues.
Effectively manage relationships with customers, and other stakeholders while ensuring high customer satisfaction of the overall service experiences.