Microsoft in India Hiring Escalation Engineer

Microsoft in India Hiring Escalation Engineer

Microsoft entered India in 1990 and has since worked closely with the Indian government, IT industry, academia and local developer community for ushering in some of the early successes in the realm of IT. In partnership with various stakeholders it has and continues to undertake several initiatives aimed at enhancing competitiveness across industries, developing the local software ecosystem and creating affordable access to computing across India.
Under its mission of Realizing India's Potential", the company has commenced strategic initiatives towards creating a digitally inclusive society in India, forged local partnerships for building a vibrant domestic IT ecosystem, and empowering the Indian developer community and working towards innovating in India, with India and for India.
Now, empowered by the complete end-to-end representation of its business (from research to support), Microsoft will further this mission by Innovating from, for and with India.
Microsoft currently employs over 4000 people across its six business units.
Global Technical Support Center (GTSC)
Microsoft India GTSC, established in October 2003 in India, is part of Microsoft's Customer Service and Support (CSS) organization which has locations throughout the Americas, EMEA, Asia Pacific and Greater China.

Microsoft's Customer Service and Support organization supports over 200 Microsoft products which range from the Consumer to Enterprise customer segments. This includes the MSN and Home and Entertainment products as well as the more deeply technical products from Developer Support and Enterprise Platform Support to Enterprise Messaging Support and Enterprise Business Applications Support. The site in Bangalore is a part of a global network that has over 50 million customer touch points on an annual basis and provides services to the Consumer and Enterprise customer segments.

Designation : Escalation Engineer

Experience : 1 - 6 Years
Education : UG - B.Tech/B.E. - Computers, Electrical, Electronics/Telecommunication, PG - M.Tech - Any Specialization
Location : Bengaluru/Bangalore

Job Description :

The Role:

This is a great opportunity to diagnose and reproduce some of the most difficult customer issues with the Windows Live online service. This position is responsible for the detailed isolation, repro, and analysis of Windows Live support issues and working the issue to resolution. You will maintain ownership of these issues through root cause analysis and resolution or escalation through Windows Live product development. In addition to issue isolation, you will be responsible for developing and providing structured content solutions to help prevent common resolvable customer escalations, isolating service errors that inhibit customer use, and building solutions to help front line support agents deliver higher quality support. You will also manage critical customer escalations by maintaining clearly documented action plans, clear and consistent communication and documentation.

Responsibilities:
--Communicating with Windows Live service customers via telephone, written correspondence, through on-line services, and face to face meetings regarding technically complex service issues. In addition, you will communicate and partner with strategic Windows Live service partners in the isolation and management of critical customer issues through a variety of enterprise partner service channels.
--Monitoring support agent responses for technical accuracy, support resource gaps, and identification of support quality needs and issues.
--Technical leadership to the Windows Live support organization through on site mentoring with support staff, through technical issue deconstruction and analysis, then documenting problem solution for improved customer issue handling and resolution.
--Required to work with front line support delivery staff to isolate unique or difficult customer problem scenarios, and then coordinate with product development teams to devise a plan for problem resolution

Desired Profile :

--The ideal candidate will have a Bachelors / Masters Degree - (Computer Science / Electronics / IT)and a minimum of one year product support experience or the equivalent in work experience.
--Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an on line service or network communications.
--Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
--Familiarity with debugging tools to analyze problems and develop solutions to meet customer needs is also highly recommended.

Professional Training and Certification:
Preferred: MCSE certification

Contact : Madhusmita Patra
Microsoft India (R & D) Pvt Ltd
Email : v-map@microsoft.com
Website : http://www.microsoft.com