Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
When was the last time you got in on the ground floor of a new technology - no, strike that, a new field? We’re expanding the team chartered with creating and delivering a new support experience for customers working in Data and Artificial Intelligence.
We need people who love helping customers solve tough problems; people who can develop processes and systems that ensure success for our customers and our team; and those who can thrive in ambiguity (who knows what types of challenges and problems we’ll encounter).
Sounds fun? Challenging? Tough? If that appeals to you *and* you work well in a team, then we want to hear from you!
Responsibilities
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service to provide in-depth technical support for complex escalated problems identified in Microsoft software products or services and manage relationships with those customers. Occasionally, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.Provide advanced troubleshooting to analyse problems and develop solutions to meet customer needs.Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.Maintain strong working knowledge of products and report software bugs and customer product enhancements to the Product Group.May act as technical focal point in cooperative relationships with other companies.Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues.Provide exceptional customer service in politically charged environments.Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact.Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points.Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work, with the ability to work a flexible schedule, cover weekends, and/or cover a 10-7 shifts. Present technical content to various audiences including customers, partners, and internal stakeholders.Provide consulting services to partners and customers to increase product market share.This job is for a Saturday to Wednesday Shift [10:00-19:00 EEST]. This shift may change in the future based on business needs. Qualifications
Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines.Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft.A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.Ability to distil, prioritize and act on feedback from a variety of sources.Conviction and courage to drive decisions and defend positions as appropriate.Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essentialStrong troubleshooting skills of complex technical issues involving multiple technologiesCollaborative and inclusive mindsetAbility to handle high pressure situations well, while maintaining calm and composure in stressful situations is a must.Strong ability to lead, perform, and deliver results in high pressure situations with multiple parties involvedAbility to handle multiple customer issues and effectively balance your priority need.Bachelor’s degree or higher in any STEM related field that has a significant computing elementRequired (but not limited to the below) Skills & experience in the following areas:
MS SQL Server DBA experienceInstalling, upgrading & updating SQL ServerConfiguring & Administrating SQL Server as per best practicesBackup StrategiesPerformance Tuning & optimizing.High Availability & DR solutions (AlwaysOn Availability Groups, FCI, Windows Server Clustering Service, Replication, LogShipping)Security (Encryption at rest(TDE), Encryption in transit(SSL))CompressionUnderstanding of Database properties and advanced configuration optionsTable Partitioning
