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Support Escalation Engineer id-7605

Job Description

At Microsoft, we are looking for a Support Escalation Engineer to join our team. This role requires a highly motivated, collaborative individual with strong problem solving skills to provide technical leadership and expertise to our customer base. The successful candidate must possess an impressive blend of technical and customer service acumen, with an eye for detail and a passion for customer satisfaction.The Support Escalation Engineer is responsible for troubleshooting and resolving complex customer issues, while also serving as an escalation point for the customer service team. The ideal candidate will have a deep understanding of Microsoft technologies, as well as the ability to quickly identify and resolve underlying software and hardware issues.The successful candidate must possess a Bachelor's degree in Computer Science or a related field, as well as 5+ years of experience in a customer service or technical support role. A Microsoft certification is preferred. We are looking for someone with excellent communication skills, the ability to work in a fast-paced environment, and the desire to ensure customer satisfaction in every interaction. If this sounds like you, we would love to hear from you!

Responsibilities:

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  1. Troubleshoot and resolve complex customer issues in a timely manner.
  2. Serve as an escalation point for the customer service team.
  3. Identify and resolve underlying software and hardware issues.
  4. Provide technical leadership and expertise to customers.
  5. Maintain detailed records of customer interactions and resolutions.
  6. Quickly and accurately assess customer needs.
  7. Utilize strong communication skills to ensure customer satisfaction in every interaction.
  8. Remain up-to-date on all Microsoft technologies.
  9. Work collaboratively with colleagues in a fast-paced environment.
  10. Comply with all applicable laws and regulations.

Required Skills

  • Documentation
  • Security
  • Networking
  • Windows
  • Linux
  • Troubleshooting
  • Debugging
  • Azure
  • Scripting
  • Active Directory
  • Cloud
  • Exchange
  • office
  • Analyzing

Soft Skills

  • Communication
  • Conflict Resolution
  • Leadership
  • Problem Solving
  • Time management
  • Interpersonal Skills
  • creativity
  • self-motivation
  • Teamwork
  • Adaptability.
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