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Microsoft Corporation - Customer Service Support Engineer

Written By JobsCDC on 14.1.11 | 7:34 PM


Microsoft Corporation is an American public multinational corporation headquartered in Redmond, Washington, USA that develops, manufactures, licenses, and supports a wide range of products and services predominantly related to computing through its various product divisions. Established on April 4, 1975 to develop and sell BASIC interpreters for the Altair 8800, Microsoft rose to dominate the home computer operating system (OS) market with MS-DOS in the mid-1980s, followed by the Microsoft Windows line of OSs. Microsoft would also come to dominate the office suite market with Microsoft Office. The company has diversified in recent years into the video game industry with the Xbox and its successor, the Xbox 360 as well as into the consumer electronics market with Zune and the Windows Phone OS. The ensuing rise of stock in the company's 1986 initial public offering (IPO) made an estimated four billionaires and 12,000 millionaires from Microsoft employees.

We are looking for candidates that are fluent in Bahasa Indonesia.

Customer Service Support Engineer

This position represents Microsoft and provides technical support to Microsoft Enterprise Premier Customers across the Asia region providing high customer satisfaction. The candidate is required to be able to identify the root cause and provide our customer with the solution in a timely manner for mission critical issues of Microsoft Windows Server, Exchange Server,SQL Server and relevant Microsoft technologies.

This position will be based in Shanghai, China.

Customer Issue Resolution & Responsiveness
  • Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
  • Communicate with Indonesian customer using Bahasa Indonesia Language.
  • Technical support to Microsoft Enterprise Premier Customers across the Asia region.
  • Resolve critical issues of Microsoft products (Windows 2008 Server, Exchange Server, SQL Server, Active Directory#).
  • Represent Microsoft and achieve high customer satisfaction.
  • Use trace, protocol analysis, and other sophisticated tools to analyze problems.
  • Act as the second tier support to take the escalation and solve the customer issue from subsidiary.
Effective Communication & Collaboration
  • Identify the right resource to collaborate with for tough & political hot problem.
  • Collaborate with cross-group peers both proactively and reactively.
  • Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
Training & Readiness
  • Identify current knowledge deficiencies/training needs, as well as potential future needs.
  • Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
  • Make effective technical presentations, both internal and external.
  • Provide documentation and mentoring to others within your technical specialty.
  • Work with your manager, as appropriate to assess your own core competencies and identify current
  • Knowledge deficiencies/training needs, as well as potential future needs.
  • Work with your manager and Tech Lead (where appropriate) to develop a comprehensive personal/technical development plan.
  • Implement your development plan, actively seek development opportunities, and complete all scheduled training.
  • Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.
Operational Precision
  • Adhere to published queue or call back schedule and be available for on-call duty, as necessary.
  • Use appropriate documentation and utilization and / or labor tracking methods to account for time.
  • Manage and prioritize your workload while keeping team members and management appropriately informed.
  • Participate in ad-hoc projects per management request or business need.
  • Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.
  • Proficiency in Bahasa Indonesia (Both Oral and Written).
  • Experienced in enterprise IT deployment, infrastructure System Administration.
  • In-depth knowledge on one or more of Microsoft product or technology.
  • Strong analytical logic and problem troubleshooting skills.
  • Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
  • Must have strong verbal and written English skills;
  • A minimum of 2 years IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
  • Strong analytical logic and problem troubleshooting skills.
  • In-depth understanding of Microsoft Windows Server products or other product family
Microsoft is an equal opportunity employer and supports workforce diversity.


Nelia Hayes: neliah@microsoft.com

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