The position will be reporting to ECS Team Manager in Bizapps Group. The Support Engineer will provide high quality technical support of Microsoft Messaging products such as Exchange Server and OCS Server/outlook to the Premier and Professional customers in Asia Pacific and Greater China regions. The Support Engineer need to manage both customer relationships and the technical resolution of customer’s requests, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.
MAIN RESPONSIBILITIES
• Provide the quick and accurate solutions to the customers’ problems. Meet all follow up commitments made with customers
• Represent Microsoft and communicate with customers via telephone, written correspondence, electronic service in a timely manner according to the service level agreement.
• Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Effectively manage relationships with customers, Technical Account Managers and other internal MS resources, while ensuring high customer satisfaction of the overall service experiences.
• Compliance with the service operation processes for execution excellence.
• May work a rotational on-call schedule for 24x7 critical support, and early shift for Australia support.作者: lc8848 时间: 2010-12-26 17:54
好事情。北京咋就没有这机会呢