To manage the incoming volume in the EMEA Platform Support team we are looking for a highly motivated and experienced Support Engineer. The successful candidate will provide our Premier customers and Partners with reliable technical solutions and consistently outstanding service experience on 2nd and 3rd support level. Typical tasks are high profile analytical and technical troubleshooting and as member of the EMEA Platforms Team working close with his/her peers locally and on EMEA and global level.
He/she consistently delivers the highest levels of Customer Satisfaction through direct interaction with our Premier customers and through supporting and enabling our partners and Outsource vendors.
Primary role purpose include the following:
. Ability to delight customers, contribution to team customer satisfaction goals
. Excellent Team player
. Strong ownership of customer issues
. Realize personal accountability within team
Key Accountabilities
. Utilize effective verbal/written skills to communicate with customers, Customer Service Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone. Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.
. Mentor peers on service delivery and problem solving processes.
. Monitors and responds to questions on technical aliases.
. Solve increasingly complex level of problems, involving broad, in-depth product knowledge or in-depth product speciality redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
. Meet service delivery guidelines within the principles of the Customer Focused Culture.
. Have a working knowledge of current EMEA CSS, Global policies and processes involving case handling and support boundaries. Take an active role in challenging and suggesting enhancements on existing processes and workflows.
. Develop own technical knowledge on products/technologies related to the team scope and business needs.
Write and review technical articles, white papers or sample programs in order to distribute technical information to all Customers, CSS engineering and subsidiary staff. Review articles and sample code written by team members.
. Demonstrate the ability to handle any support situation that arises, including but not limited to: the ability to utilize company-wide resources to resolve a customer issue, teaching on-site courses to strategic corporate customers, and acting as the unit escalation contact point for executive management in hot-site situations.
. Manage hot site issues by setting customer expectations, devising action plans and communicating to CTSC, TAM and customers
. Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs. This may involve writing code for workarounds
. Assist with selection and induction of a new team member.
. Represent Microsoft in any forum (i.e. seminars, technical or marketing, conference events).
. Work with local marketing people for product feed-backs, new products launch.
. Participate in 24x7 rotation based on product/technologies knowledge.
*2 to 4 years of confirmed experience as a Support Specialist in an international IT environment and/or Technical support for Professional and/or Premier customers.
*Deep knowledge of product(s) / technologies being supported with proven track record.
*Strong technical and analytical troubleshooting skills.
*Ability to take leadership in one specific product.
*Communication skills in international environment.
*Good understanding of the Windows Platform related technologies such as:Terminal Service, Cluster Services, Indexing Services, Unattended installation, RIS, WDS, WinPE, WSUS, Performance issues, SAN, NAS, Disk Mgmt, Remote Assistance, Shell.
*Operating system (Windows 2000, XP, 2003; NLB, DNS, Networking, Domain - MCSE2000/2003).
*Debugging skills are desirable as well.
*Communication skills in international environment.
*Service orientation; Customer focus.
*Willingness to improve technical skills (personnel development), self development.
Special Requirements/Additional Information e.g. Language skills
. Knowledge of English strong working knowledge/skill mandatory(verbal & written).
. German or French or Spanish strong working knowledge/skill (verbal & written) welcome.
Contact: jorge.minvielle@adecco.com
He/she consistently delivers the highest levels of Customer Satisfaction through direct interaction with our Premier customers and through supporting and enabling our partners and Outsource vendors.
Primary role purpose include the following:
. Ability to delight customers, contribution to team customer satisfaction goals
. Excellent Team player
. Strong ownership of customer issues
. Realize personal accountability within team
Key Accountabilities
. Utilize effective verbal/written skills to communicate with customers, Customer Service Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone. Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.
. Mentor peers on service delivery and problem solving processes.
. Monitors and responds to questions on technical aliases.
. Solve increasingly complex level of problems, involving broad, in-depth product knowledge or in-depth product speciality redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
. Meet service delivery guidelines within the principles of the Customer Focused Culture.
. Have a working knowledge of current EMEA CSS, Global policies and processes involving case handling and support boundaries. Take an active role in challenging and suggesting enhancements on existing processes and workflows.
. Develop own technical knowledge on products/technologies related to the team scope and business needs.
Write and review technical articles, white papers or sample programs in order to distribute technical information to all Customers, CSS engineering and subsidiary staff. Review articles and sample code written by team members.
. Demonstrate the ability to handle any support situation that arises, including but not limited to: the ability to utilize company-wide resources to resolve a customer issue, teaching on-site courses to strategic corporate customers, and acting as the unit escalation contact point for executive management in hot-site situations.
. Manage hot site issues by setting customer expectations, devising action plans and communicating to CTSC, TAM and customers
. Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs. This may involve writing code for workarounds
. Assist with selection and induction of a new team member.
. Represent Microsoft in any forum (i.e. seminars, technical or marketing, conference events).
. Work with local marketing people for product feed-backs, new products launch.
. Participate in 24x7 rotation based on product/technologies knowledge.
*2 to 4 years of confirmed experience as a Support Specialist in an international IT environment and/or Technical support for Professional and/or Premier customers.
*Deep knowledge of product(s) / technologies being supported with proven track record.
*Strong technical and analytical troubleshooting skills.
*Ability to take leadership in one specific product.
*Communication skills in international environment.
*Good understanding of the Windows Platform related technologies such as:Terminal Service, Cluster Services, Indexing Services, Unattended installation, RIS, WDS, WinPE, WSUS, Performance issues, SAN, NAS, Disk Mgmt, Remote Assistance, Shell.
*Operating system (Windows 2000, XP, 2003; NLB, DNS, Networking, Domain - MCSE2000/2003).
*Debugging skills are desirable as well.
*Communication skills in international environment.
*Service orientation; Customer focus.
*Willingness to improve technical skills (personnel development), self development.
Special Requirements/Additional Information e.g. Language skills
. Knowledge of English strong working knowledge/skill mandatory(verbal & written).
. German or French or Spanish strong working knowledge/skill (verbal & written) welcome.
Contact: jorge.minvielle@adecco.com