Responsibilities
- Response and Resolution: You own, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
- Technical Development: You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness.
- Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
Qualifications
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting, or IT experience
- OR 5+ years of relevant experience
- OR equivalent experience
CyberDefender Mindset: A proactive, collaborative, and customer-centric approach to anticipate, prevent, and mitigate cybersecurity threats, shifting from reactive issue resolution to active partnership in safeguarding security.
Preferred Qualifications:
- Chinese Proficiency
- Certifications such as CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or similar
- Customer Service Foundations or equivalent training
- Effective communication with customer managers and executives
- Organization, time management, project management, and negotiation skills
- 3+ years supporting enterprise-level premier customers
- Ability to meet Microsoft and government security screening requirements, including passing the Microsoft Cloud Background Check upon hire and every two years
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, gender, disability, or other protected characteristics. For accommodations due to disability, please send a request via the Accommodation request form.
Benefits and perks may vary depending on employment nature and location.
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