Technical Support Advisory - EXO
Microsoft
Technical Support Advisory - EXO
Bangalore, Karnataka, India
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Overview
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 Microsoft’s 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 Microsoft’s 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 Microsoft’s 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.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
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.
Qualifications
Preferred Qualifications, Abilities and Experience
- Basic understanding of O365 concepts and SaaS concepts a must.
- Experience in working on Microsoft Exchange Serve 2007/2010/2013/2016.
- Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online.
- Command over client server integration and mail flow concepts.
- Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation
- Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.
- Passionate about cloud technology.
- Effectively communicating with customers and stakeholders via, phone, email or any other available means
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
- Demonstrate leadership through personal responsibility, accountability and teamwork.
- Manage crisis situations that may involve technically challenging issues and diverse audiences.
- Own and resolve technically complex mission critical or politically hot customer issues
- Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
- Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
- Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions and create training.
Required/Minimum Qualifications
- 3+ years prior product, customer support and/or technical support experience.
- Language Qualification: English Language: fluent in reading, writing, and speaking.
- 7+ years prior product, customer support and/or technical support experience
- Experience in working on Microsoft Exchange Server 2007/2010/2013/2016.
- Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online.
- Command over client server integration and mail flow concepts.
- Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation
- Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.
- Passionate about cloud technology.
Responsibilities
Response and Resolution:
You own, investigate, and solve complex customer technical issues and act as an 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