[微软] eCommerce Escalation Engineer

Criese

Title:  eCommerce Escalation Engineer
Summary
eCommerce Support delivers world-class support assistance to small, medium businesses, partners, developers and consumers.  We help earn customers’ loyalty for a lifetime, while working in partnership with product development to help improve product quality. We are there to help customers when they need help the most. In this role, you have an opportunity to be a personal hero for a customers and developers who are experiencing critical problems with their Microsoft solutions and work with the latest technologies.
You will have a chance to solve a new set of dynamically complex and challenging problems in a non-technical environment.  Troubleshooting at this level is not scripted. As a Support Engineer, you will be designing and driving the discovery of potentially unique solutions for each of your customer’s situations as part of a team. We’ll provide you with abundant resources, including a rich content library, advanced tools, the business product group, and the experience of tenured team around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.
Our world can only be described as a continuous learning environment with significant investment in allowing top troubleshooting minds to reach their full potential. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services and future products.
Responsibilities
•        Represent Microsoft with customers via telephone, written correspondence, electronic service, forums and social media to assist them in resolving issues utilizing Microsoft products and technologies.
•        Foster positive customer relationships and build customer loyalty with Microsoft, while effectively managing challenging situations.
•        Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.
•        Demonstrate leadership through personal responsibility, accountability, and teamwork.
•        Act as a focal point for end to end issue resolution.
•        Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues.
•        Be responsive to customer needs.
•        Apply a logical and methodical approach to remote problem solving.
•        Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
•        Help with technical content including Knowledge Base articles, whitepapers, training documents, forums and blog postings.
•        Respond to select newsgroups and contribute to proactive knowledge transfer.
Basic Qualifications
•        Minimum of 2 years’ experience in customer support, including software/hardware or developer support.  
•        Ability to have understanding of development technical terminology in conversations.  
•        Personal experience engaging in social media (eg. - forums, blogs, Twitter)
•        Good customer service, accurate and logical problem solving and communication skills, plus the ability to work in a team environment
•        Excellent written and verbal communication skills, as exemplified by clear issue explanations, documentation of knowledge, and effective intra- and inter-group communications
•        Ability to learn and adapt quickly in a dynamic environment
Preferred Qualifications
•        Experience in billing, sales or commerce support is useful but not required


Sample questions to help define potential candidates
General Troubleshooting and Knowledge checks:
1)    Scenario - You are a support engineer who has to contact a Windows Phone 7 developer and ask them to change their application rating from E (Everyone) to T (Teen).  Talk me through the conversation as if I am the application developer.
1.        Looking to get a view of ability to communicate to a developer OR consumer customer in their preferred communication style
2)      Can you tell me about a complex issue that required you to work across multiple tools and groups in order to bring to customer resolution?
1.        Looking for someone that has famililarity with customer support tools and knowledge and ability to work across a bredth of systems and teams to bring an issue to resolution (bredth of solving issues not depth)
3)    What are the free resources MS provides to troubleshoot problems developers might encounter?
1.        Support Knowledge bases at http://support.microsoft.com, MSDN Forums at http://social.msdn.microsoft.com/Forums, Microsoft Connect at http://connect.microsoft.com, Code samples at http://code.msdn.microsoft.com
4)    What is HTML5?

Understanding of Cloud Services Landscape
1)      Windows Phone 7 – What would you do if a developer has submitted an app to certification  - What are some of the reasons you think an application might fail Microsoft’s quality bar?
1.        Looking for someone that has basic understanding of application marketplace dynamics (example – Amazon, Windows Phone, Android, etc)
2)    What devices do you have tied to a marketplace?  What issues or challenges have you had in using the marketplaces?
1.        Looking for someone that has an understanding of the application marketplace landscape (example – Windows Phone, Android, Amazon) as well as pitfalls and issues that can be encountered.
3)      What types of technical publications or websites do you use for new and interesting technology?
1.        Looking for someone that has an interest in / passion for understanding the latest and greatest technology trends

如有意向，请以“CSS-姓名-学校（毕业年份）-投递日期”为主题，如“eCommerce-王伟-复旦（2009）-0516”
发送中英文简历至v-seyuan@microsoft.com，谢谢！