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 & Success (CE&S) organization is responsible for the strategy, design, implementation of Microsoft’s end-to-end customer experience. This organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring the company’s mission by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. We have a tremendous opportunity to exceed our customers’ expectations and to consistently drive customer loyalty and trust, leading to greater satisfaction, retention, and growth.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through a connected customer experience. We do this by delivering a seamless support experience to help customers and partners resolve their issues quickly, prevent future problems from occurring and demonstrating new ways to achieve more from their Microsoft investment.
Responsibilities
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)
- Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
- Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
- Create and maintain incident management requests to product group/engineering group
- May contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience via feedback to correct stakeholders
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Qualifications
Qualifications
Language Qualification
English Language: fluent in reading, writing and speaking.
Required
- BA/BS degree or Equivalent
- Excellent understanding of Database concepts and deployments
- Strong Relational Database Management System (RDBMS) knowledge and experience.
- Hands on experience on SQL DBA activities
- Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language
- Experience troubleshooting SQL Server 2008 R2, 2012, 2014, 2016, 2017 & 2019 or Open-Source Databases like MySQL, Postgre SQL, etc.,
- Solid knowledge on performance tuning and database design, T-SQL language
- Experience in capacity planning, sizing SQL Server environments and high availability configurations like clustering and availability groups will be an advantage.
- Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
- Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems, migrating databases to the cloud or upgrading from one version of Microsoft SQL Server to a higher version.
- Excellent Communication Skills - verbal, listening, and written (including technical writing).
- Passion for technology, lifelong learning and professional development.
Other experience: Optional
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- Data Sources: mongodb, cloudera, teradata, Oracle, DB2
- Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
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.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
