Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Receive technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Be flexible to work in different shifts which would span across India/EMEA business hrs.
Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code.
Acquire & coordinate resources from other groups as needed to resolve customer issues.
Manage hot site issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.
Share knowledge with other engineers and develop customer solutions efficiently.
Ability to report software bugs and supportability concerns along with customer suggestions to the product teams.
The ideal candidate will have three to four years of product support experience or the equivalent in work experience. Knowledge of IIS, ASP.NET and Web technologies along with the knowledge of Programming and debugging skills in Managed and Unmanaged space with the ability to read and analyse network traces is required.
Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft set up its India operations in 1990. Microsoft in India offers its global cloud services from local data centers to accelerate digital transformation across Indian start-ups, businesses, and government agencies.