Summary:
The primary responsibility of the Technical Support Engineer is to ensure the utmost satisfaction of Microsoft customers by delivering effective and efficient support. They will leverage their understanding of customer environments to provide timely and high-quality incident resolution, emphasizing root cause analysis, prevention, and knowledge transfer. This role involves managing cases and sub-cases efficiently to maintain excellent communication with customers and resolve issues promptly. Additionally, they will foster relationships with technical peers to enhance collaboration and satisfaction in support services.
Responsibilities:
Response and Resolution
- Assess customer issues and engage with customers to grasp the nature of their concerns, ensuring continuous updates on issue status and resolution progress. Utilize troubleshooting tools such as event logs and performance traces to troubleshoot and resolve customer issues effectively.
- Address multiple and diverse customer issues, documenting technical work and research. Develop solutions tailored to meet customer needs through log analysis and specialized tools.
- Collaborate across teams and products to resolve moderately complex customer issues, engaging with resources from various groups as required. Attend readiness and non-technical training sessions to enhance support proficiency.
Product/Process Improvement
- Provide feedback to enhance product quality to senior engineers or technical advisors. Identify potential defects and escalate them for resolution.
- Utilize automated tools to address a wide range of issues, offering feedback for tool improvement. Adhere to established business processes and participate in case triage meetings to brainstorm and resolve issues collaboratively.
Qualifications Required
- At least 3 months of experience & Customer service mindset
- Bachelor's degree in computing science, IT-related field, or a strong interest in the IT field with self-learned computer language and basics.
- Demonstrate strong customer service skills, with the ability to analyze problems, make judgments, and assist customers with technical issues effectively.
- Familiarity with programming languages such as C#, C++, Java, or similar is preferred.
- Previous experience as a support professional in the IT field or as an IT technical consultant is advantageous.
- Experience with Microsoft Dynamics 365 CE is beneficial but not essential. Knowledge of other Microsoft stack technologies such as SQL Server, IIS, ADFS, or Visual Studio is suitable.
Language Qualification
- Proficient in English language, with confidence in reading, writing, and speaking.
Working time: Night shifts working,
5 days per week and 2 non-fixed rest days.
Working location: Binh Thanh Dist, HCMC
