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Roles in GBS

Support Engineer

Role Description

Deliver high quality service to Microsoft Enterprise customers by solving complex technical problems and helping to pro-actively prevent new issues.

Technical Expertise

  • Determine problem and narrow to a specific component while managing the customer’s expectations for resolution.
  • Apply expertise to resolve more than one issue at a time.
  • Collaborate across teams and technical product issues leveraging global resources as needed to resolve customer issues.
  • Be innovative and passionate by providing solutions using the latest Microsoft technologies
  • Enjoy learning about new technologies, products and tools which can help you find a solution for a specific customer problem.

Customer Focus

  • Represent Microsoft in the relationship with the customers – be a trusted advisor.
  • Have high intercultural awareness in order to be able to handle customers in different countries.
  • Problems are not only be technically complex, but can be politically charged situations requiring the highest level of customer skill.
  • Ensure the highest standards of excellence in execution, so that to create customer experiences which drive their loyalty with Microsoft.

Knowledge Sharing and Collaboration

  • Develop workshops for customers or peers in order to help them learn new technologies.
  • Attend weekly team conference calls to discuss top issues, open cases and sharing best practices.

Product Quality

Identify if the customer problem is caused by product defect and if so make the product team aware by filing a bug report or a design change request.

Support Escalation Engineer

Role Description

Provide deep technical troubleshooting for escalated issues that involve Microsoft’s most technically complex or politically sensitive support situations.

Technical Expertise

  • Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs.
  • Develop workshops, deliver customized health checks, supportability reviews, and risk assessments.
  • Drive successful Critical Situation issues from a technical perspective

Customer Focus

  • Assist in providing status updates at all levels of customer management
  • Collaborate with Onsite Engineers, Engineers at other locations and other Microsoft groups such as Premier and Field Engineers to provide solution

Interface with the Product Group

  • Provide customer feedback to the product groups, regarding common problems.
  • Work to provide solutions that may include hot fixes and changes to the design of the product.
  • Engage Product Group when technical knowledge does not exist in support organization.

Knowledge Sharing and Collaboration

  • Receive escalated issues or collaborate on issues until fully resolved
  • Train Support Engineers and help them resolve support cases.
  • Mentor and develop Support Engineers
  • Develop workshops, deliver customized health checks, supportability reviews, and risk assessments.

Escalation Engineer

Role Description

The Escalation Engineer is responsible for providing quality support with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Microsoft customers. The engineer works in contact with managers and engineers, Microsoft developers, program management, the press, other support vendors, and corporate customers.

Technical Expertise

  • Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
  • Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
  • Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
  • Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
  • Report software bugs and customer suggestions.
  • Write complex technical articles and sample programs for knowledge base.

Customer Focus

  • Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated 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.
  • Manage hot site issues by setting customer expectations, devising action plans, being available 24x7 and professionally communicating to all parties involved.
  • Represent Microsoft professionally in on-site situations

Knowledge Sharing and Collaboration

  • Act as a technical lead, mentor, and role model in a team of engineers; provide direction to others, review solutions and articles, mentor new escalation engineers etc.
  • Acquire & coordinate resources from other groups as needed to resolve customer issues.
  • Receive escalated issues or collaborate on issues until fully resolved
  • Train Support Engineers and help them resolve support cases.

Technical Lead

Role Description

Improve the technical quality of the support group or virtual product/technology team by helping the manager to identify areas of development for the engineers as well as providing high quality service delivery. Facilitate the timely resolution of customer issues and case escalations mentoring engineers in critical situations. Contribute to process and internal tools development.

Team Leadership

  • Build the technical readiness map for the team and influence the engineer’s technical development.
  • Mentor engineers on technical skills and incident management.
  • Conduct face-to-face meetings with engineers/vendors.
  • Drive weekly technical triages and review existing open cases until solution is delivered.
  • Partner with management in order to identify trends and opportunities to improve.
  • Be the first contact for cross group collaboration / consulting others.
  • Ensure that collaboration is at the center of all we do. Facilitate knowledge and best practices sharing within the team and across teams.
  • Drive process and systems improvement.
  • Conduct technical interviews and assist with the hiring and recruiting process.
  • Act as a role model and mentor in the team.

Customer Focus

  • Manage customer escalations and provide the appropriate help.
  • Report feedback to product groups, advising on potential software improvements during the design and pre-release process.

Product Quality

Lead cross-technology virtual efforts with the product team to assess future needs. Develop workshops and trainings - supportability reviews, top support issues etc., for all communities, customers, peers and vendors.

Support Manager

Role Description

Responsible for leading and enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.

Monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

People Management

  • Engage and lead the team by setting clear operational direction, aligning resources and communicating about organizational priorities and initiatives.
  • Develop the competence of the team and grow talent.
  • Select and retain diverse top talented team members.
  • Assess the performance of the team and rewarding the right results.
  • Create the culture – reinforce a culture where talent can excel, drive consistent application of Microsoft values.
  • Challenging and developing oneself – invest in own development.

Customer Focus

  • Drive high-quality service delivery and reinforce the customer centric culture.
  • Empower the team to become trusted advisors for the customers.
  • Interact regularly with customers to enhance customer experience.

Business Management

  • Quality and Process – drive and ensure process adherence and improvement
  • Responsible with the team’s KPIs

Knowledge Sharing and Collaboration

  • Contribute to the development of the management team
  • Share best practices and knowledge
  • Foster a culture open to collaboration across boundaries

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