Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

 Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

 Responsibilities

Your Responsibilities

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Note - Must be available to work NZ Business hour shift (9am - 5.30pm NZST).

Qualifications

Required/Minimum Qualifications

• Previous experience on customer technical and billing support role
• Previous experience in technical support area
• Familiarity with Azure and/or other cloud products
• Demonstrable troubleshooting skills

 Additional or Preferred Qualifications

• Microsoft Technology Certifications.

More about you 

• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
• Handle challenging and politically sensitive customer situations, including the appropriate use of all available resources, communicate effectively with Support teams on complex issues
• Cross-team collaboration
• Logical and critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
• Technical aptitude to develop an understanding of the Microsoft Azure Platform and architecture.

 Screening & Background Checks

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position requires verification of Australian Citizenship to meet federal government security requirements, and the ability to obtain a security clearance.