Technical Support Engineer
Responsibilities
Technical services & Responsiveness
- Be responsible for delivering Technical Support Service to Microsoft global customers with the high customer satisfaction.
- Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Determine the best approach for resolving complex technical issues knowing that efficiency and speed to resolution are important drivers of customer satisfaction.
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
- Participate in planned team-wide shift rotations to cover business needs.
Qualifications
Required
- Bachelor or Master degree in computer science, Electronic Engineering or equivalent experience.
- Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
- Must have strong verbal and written English skills.
- A minimum of 1–3 year IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
- Strong analytical logic thinking.
- Understanding of Microsoft Cloud (Azure/O365) and Windows Server products or other application server product family.
- Ability to deliver remote proactive service and provide solutions of mission critical issues remotely to Enterprise Customers with outstanding quality.
Language
- Local Language: fluent in reading, writing, and speaking.
- English proficiency: intermediate level (plus).
Application Process
All interested candidates should send their CVs and cover letters to francis@itechwx.com Once accepted, you will receive training materials, platform access, and guidance to begin your journey as a Windows Community Forum Freelancer.