Oferte de muncă - 455009 - Azure Support Escalation Engineer with French
exemplu: contabil, Bucuresti
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Azure Support Escalation Engineer with French

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Domeniu: IT Software
Localizare: BUCURESTI
The CSS(Customer Services Support) located in Timisoara and Bucharest, provides high technical service and 3rd and 4th level support for MicrosoftANDamp;rsquo;s European Enterprise and Development customers. Since the CSS(Customer Services Support)is a continuous learning environment, weANDamp;rsquo;ll make a significant investment in your technical and professional development, yet much of your growth will be self-directed. Moreover, you will be actively involved with mentoring, training and collaborating with other Engineers to make our team fast, stronger and smarter at handling critical issues for Microsoft customers.<br>Are you interested in the cloud business? The Windows Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.<br>Azure Support is looking for all levels of engineers and leads. Azure Support is a strategic unit of Commercial Technical Support in CSS responsible for the following:1. The definition and implementation of the support services required to win in the cloud market place.2. Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, SQL Azure, AppFabric, etc.) and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture. 3. Provide critical product feedback to multiple STB PGs (engineering and operations) and BGs4. Lead the integration of CTS talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem.The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of CTS and the PG (Operations, STB BGs and PGs, commerce platform engineering team, etc.)<br><br>Responsibilities:The Support Escalation Engineer is responsible for support delivery, resolving escalated, complex customer issues related to the Azure billing platform and subscription management to successfully deliver Azure Commerce Support against CPE and workflow efficiency targets; and to identify required tools, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The Support Escalation Engineer is a critical role in the implementation of Azure support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.<br><br>QUALIFICATIONS:<br>SOFT SKILLS Leadership - handle challenging and politically-charged customer situations Strong communications skills - fluent in spoken and written English Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence Demonstrable troubleshooting skills Cross-team collaboration Logical and critical thinking Passion for technology and customer support Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.<br><br>TECHNICAL SKILLS Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions). Technical aptitude sufficient to develop an understanding of the Azure Platform and architecture<br>EXPERIENCE 3 years of support or equivalent experience including a customer facing or customer support role<br><br>EDUCATION/CERTIFICATION<br>B.S. degree in Computer Science, MIS, business or equivalent MCSE, MCPD, or MCAD preferred<br>LANGUAGE Fluency in English and French Language<br><br>Job highlights: -Training: on-going in-depth training with current and emerging products and technologies;-Benefits: medical program, sports benefits, lunch vouchers;-Compensation: competitive salary package;<br><br>Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, youANDamp;rsquo;re free to express yourself your way!<br>Microsoft is an equal opportunity employer with a strong commitment to diversity and inclusion. We provide an inclusive candidate experience throughout our recruitment process and welcome all application.<br>Please note that your resume will be entered in our data base and may be used in further recruitment events.<br>SS:MCSS

Ofertă de muncă adaugată la data: 25-02-2015

Ofertă de muncă valabilă pană la data: 25-03-2015

Număr de identificare pe jobcrawler.ro: 455009; Data indexării: 26 Februarie 2015

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