Technical Support Engineer
Microsoft
Technical Support Engineer
Monterrey, Nuevo León, Mexico
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is Microsoft onsite only.
Qualifications
Required Qualifications
- 1+ year(s) technical support, technical consulting experience, or information technology experience OR experience working in a multi-cultural or global team environment OR Bachelor's Degree in Computer Science, Information Technology (IT), Business Operatios or Communications or related field.
- Experience working in a multicultural or global team environment
- This role requires proficiency in written, reading, and conversational English as all business operations as well as customer communications are conducted in English.
Preferred Qualifications
Experience problem solving and providing solutions to customers.
Customer Support experience for large corporate customers.
Responsibilities
- Response and Resolution: You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You participate in communities with peer delivery roles.
- You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
- Product/Process Improvement: You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
- Operate in a fast-paced, customer-facing environment, balancing multiple cases and priorities
- Strong written and verbal communication skills to effectively explain technical issues to both technical and non-technical audiences
- Commitment to a growth mindset, continuous learning, and collaboration across functions