Supporting escalated issues of all Enterprise and Broad commercial customers on phone and remotely
Scoping and documenting customer scenarios, potential causes and troubleshooting steps
Effectively communicating with customers and stakeholders via, phone, email or any other available means
Ensuring compliance with schedules; processes and MS policies and values
Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Demonstrate leadership through personal responsibility, accountability and teamwork.
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Own and resolve technically complex mission critical or politically hot customer issues
Be responsive to customer needs which may sometimes require outside of normal business hours.
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions and create training.
Qualifications, Abilities and Experience
Experience in working on Microsoft Exchange Server 2007/2010/2013
Command over client server integration and mail flow concepts.
Networking ( DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation
Good to have experience in working on O365 and knowledge of DirSync.
Good Communication Skills in spoken and written English
Prior customer support experience
Experience in creating technical documentation and sharing knowledge with others through training delivery and/or mentoring.
Must know the Americas processes and procedures and be able to describe them.
Must have excellent written and verbal communication skills.
Must have excellent customer handling skills
Up to date MCSE certification desirable
Must have enthusiasm for learning
Passionate about cloud technology.