Responsibilities

Responsibilities are:

• Be responsible for delivering Technical Support Service to Microsoft global customers with the high customer satisfaction.
• Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Determine the best approach for resolving complex technical issues knowing that efficiency and speed to resolution are important drivers of customer satisfaction.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Participate in planned team-wide shift rotations to cover business needs.

Qualifications

Main qualifications are:

• Bachelor or Master degree in computer science, Electronic Engineering or equivalent experience.
• 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 1–3 year IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
• Strong analytical logic thinking.
• Understanding of Microsoft Cloud (Azure/O365) and Windows Server products or other application server product family.
• Ability to deliver remote proactive service and provide solutions of mission critical issues remotely to Enterprise Customers with outstanding quality.

How to apply

Application Process

All interested candidates should send their CVs and cover letters to francis@itechwx.com Once accepted, you will receive training materials, platform access, and guidance to begin your journey as a Windows Community Forum Freelancer.