Technical Support Engineer - Azure Subscription Management Support
Microsoft
Technical Support Engineer - Azure Subscription Management Support
Tokyo, Tokyo-to, Japan
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 flexible in that you can work up to 50% from home.
Commuting to the Osaka or Tokyo office is expected when necessary.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a cult。ure of inclusion where everyone can thrive at work and beyond.
Qualifications
Skills/Experience
- Above 3 years of support or equivalent experience including a customer facing or customer support roles OR at least 5 years work experience in the IT industry
TECHNICAL SKILLS:
- Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
- General IT Knowledge, Familiar with Microsoft Excel.
- Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing
- and commerce systems processes (e.g., invoicing, credit card transactions) is a plus.
- Understanding of the Azure, AWS, or other cloud services is a plus, (such as any certificate of Azure and AWS)
SOFT SKILLS
- Strong communications skills
- Effective, polished interaction with customer to gather information quickly; perform effective troubleshooting, communicate next steps and status, and drive to resolution
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and critical thinking
- Passion for technology and customer support
Language Qualification
- Japanese Language: fluent in reading, writing and speaking
- English Language: confident in reading and writing; moderate spoken English skills
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Responsibilities
Response and Resolution
- Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
- Participate in communities with peer delivery roles.
- Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness
Product/Process Improvement
- Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements