Responsibilities (Text Only)
- 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 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 (Text Only)
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
OR 5+ years of relevant experience
OR equivalent experience
CyberDefender Mindset: A proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from reactive issue resolution to active partnership in safeguarding security.
Preferred Qualifications:
- Chinese Proficiency
- CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe, or equivalent certification
- Customer Service Foundations (LinkedIn Learning) or other customer service training/experience
- Effective communication skills with customer managers and executives on technical and business issues
- Organization, time management, project management, and negotiation skills
- 3+ years supporting enterprise-level premier customers
- Messaging Protection Experience: Knowledge of FP/RN, phishing, antimalware, and experience with Exchange or Office 365 (Exchange Online). Familiarity with email threat protection technologies and Microsoft Defender for Office 365 features is a plus.
Ability to meet security screening requirements, including passing the Microsoft Cloud Background Check, is mandatory. Microsoft is an equal opportunity employer. For accommodations due to disability, please send a request via the Accommodation request form.
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