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Thursday, January 17, 2008

Microsoft Recruits Freshers

Job Description

Responsibilities Utilize effective verbal/written skills to communicate with customers, CSS engineers, solution archetecs and appropriate subsidiary staff via electronic correspondence or telephone. Be prepared to provide onsite support regarding mission critical problems experienced with the supported technology within your team.

Mentor peers on service delivery and problem solving processes. Monitors and responds to questions on technical aliases. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical). Most of this would be Onsite Meet service delivery guidelines within the principles of the Customer Focused Culture.

Have a working knowledge of current India PFE, CSS, Global policies and processes involving case handling and support boundaries. Take an active role in challenging and suggesting enhancements on existing processes and workflows. Develop own technical knowledge on products/technologies related to the team scope and business needs. Demonstrate the ability to handle any support situation that arises, including but not limited to: the ability to utilize company-wide resources to resolve a customer issue, teaching on-site courses to strategic corporate customers, and acting as the unit escalation contact point for executive management in hot-site situations. Manage hot site issues by setting customer expectations, devising action plans and communicating to MSTV CritSit Manager, Customer SAM and customers Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs. This may involve writing code for workarounds Assist with selection and induction of a new team member. Represent Microsoft in any forum (i.e. seminars, technical or marketing, conference events). Work with local marketing people for product feed-backs, new products launch. Participate in 24x7 rotation based on product/technologies knowledge. Proactive is part of every engineers role in PFE These pro-active elements will be applied differently depending upon job role, technology supported and resource planning method used within teams. Activities included are : Scope all proactive requirements in agreement with the customer; Provide written documentation to all new issues in a timely fashion, (KB articles, SO articles, white papers); Develop Workshops, Deliver customised health checks, supportability reviews, workshops, expert round tables, risk assessments, etc. Participate in triage and Case Wellness meetings with GTSCengineers to share knowledge and analyse cases Provide feedback on technical content for future proactive services, could be to other engineers, DSEs or SMSG Readiness Contribute to process and internal tools development.

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