Microsoft Partner Network Help Advisor
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The Microsoft Customer Service and Support located in Bucharest and Timisoara provides technical service and support for Microsoft's European Enterprise and Developer customers. The centre is part of the company's global support operation and is staffed by highly skilled technical specialists in enterprise platform, business and developer applications.
Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realise their full potential. The centre is part of Microsoft's Romanian operation, which was established in 1996. Microsoft supports millions of customers globally on the strength of its network of customer service and technical support centres in markets throughout the Americas, Europe and Asia.
•Design, administration and/or support experience.
•Knowledge of Microsoft concepts such as Partner, Cloud Services and On Premise products.
•Background of working with Windows Server 2008R2 or 2012R2, including IIS and Microsoft SQL
•Experienced with troubleshooting methods such as root cause analysis
•Fluency in English is mandatory, spoken and written
•Ability to work in shifts overlapping with the US time zone is mandatory
The successful candidate will work within a team of support professionals focused on resolving our Partners’ programmatic issues. This requires scoping the Partner’s expectations and collaborating with others to meet those expectations in the shortest possible time. This includes providing Partner and Microsoft internal stakeholders with reliable technical solutions and a consistently exceptional service experience. This involves reactive remote support, working with and collaborating with colleagues in EMEA, Asia and the US.
•Using broad and in-depth product/program knowledge to provide and facilitate the responsive delivery of solutions and information to Partners and internal Microsoft stakeholders
•Provide solutions to complex problems that satisfy our Partners worldwide. This involves dealing with difficult situations including complaint handling, sensitive Partners and mission critical support;
•Build customer and partner loyalty through customer orientation, responsiveness and accountability;
•Work in an international environment and collaborate with your team to provide high-level support;
•Attend and own triage meetings with local or remote engineers/agents to share knowledge and efficiently develop customer solutions;
•Develop and deliver internal trainings/workshops in specialty areas; document knowledge specific to frequently performed solutions
•Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event)
•Perform mentoring and assisting of Regional Service Center agents to ensure the quality of service.
•Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs.
•Assist in representing Microsoft in the support community.
In return we will give you:
•Training: On-going In-depth training with current and emerging products and technologies
•Benefits: Medical program, Sports benefits, Lunch vouchers
•Compensation: Competitive salary package
•Flexible working: Mobile phone, laptop - required to work onsite at the Microsoft Campus.