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Role Title: Professional Direct Support for
Azure Escalation Agent (PaaS)
Microsoft Services help customers realize their full
potential through accelerated adoption and productive use of Microsoft technologies.
We are a global team of exceptional people who deliver world class services
with partners, earning customer confidence, trust, and loyalty by improving the
overall Customer and Partner Experience, serving as the customer advocates
within Microsoft and driving customer-centric product improvement.
Professional Direct Support for Azure is a new Microsoft support offering targeted at mid-sized customers and
ISVs to provide support and escalation expertise for Windows Azure and act as
the customer’s advocate within support.
Responsibilities Summary:
1.
Help drive improved support CPE for customers using Windows Azure
2.
Conduct
initial customer onboarding session to clarify how to get the most out of their
ProDirect purchase, along with helpful Azure onboarding self-service resources
3.
Serve as the primary contact for ProDirect for Azure customers
with reactive support escalations, providing local business hours escalation assistance,
advocacy and support (US, UK, Canada)
4.
Help
customers adopt the services by providing “lite advisory” support on migration,
architecture, development, and deployment topics by answering simple “how to”
questions and for more complex asks, pointing customers to the best
self-service resources available online and when applicable, making partner
referrals via Pinpoint.
5.
Identify
incident trends (by customers) and help customers with root cause analysis of
these trends as able based on required access to tools, reports and teams
6.
Administer
the “Service Health Checkup” remote diagnostics tool, providing results to
customers via a regular report (manual at launch, automated longer term)
7.
Provide
customers with higher touch or more regular communications around service
impacting events (exact communications TBD)
8.
Quickly
develop client relationships and trust, and ensure client/partner expectations
are being set and met
9.
Work
in collaboration with multiple Microsoft teams including Azure Support, Depth
Queues, Operations, Engineering, and Commerce/Billingto drive resolution of
escalated tickets
10.
Create
and deliver new IP for ProDirect (i.e. webinars, tips & tricks, takeaways)
11.
Communicate
escalation findings clearly and confidently to executive levels within the
customer and within Microsoft
12.
Listen
to and communicate the voice of the customers within Microsoft
13.
Provide training and documentation feedback, updating role documentation
as needed
QUALIFICATIONS:
SOFT
SKILLS
·
Quickly
develop trust and rapport with customers
·
Passion
for technology and customer support
·
Exceptional
customer service
·
Strong
communications skills in spoken and written English
·
Effective,
polished interaction with customer, Microsoft Support and Azure development
teams at the appropriate technical depth
·
Ability
to work independently
·
High
proficiency levels in the following competencies:
·
Troubleshooting
·
Logical
and Critical thinking
·
Analytical
problem solving
·
Cross-team
collaboration
·
Customer
advocacy
TECHNICAL
SKILLS (Required)
·
Understanding
of cloud vs. on premise computing. Solid understanding of fundamentals of cloud
computing.
·
Technical
understanding of the Azure Platform and architecture
·
A
strong knowledge of the Microsoft Windows platform
·
Familiarity
with networking concepts including VIPs, NAT, DNS
·
.NET
3.0/3.5/4.0….
·
Visual
Studio Languages (VB, C/C#/C++)
·
SQL
Azure / SQL Server
·
Distributed
application architecture
·
Application
Lifecycle Management (ALM)
·
Service
Oriented Architectures (SOA) etc.
TECHNICAL
SKILLS (Preferred)
–
Familiarity with
load balancing, geo-redundancy, CDN and VPN technologies preferred
–
Familiarity with
Virtualization concepts and virtual system administration
–
Familiarity with
Hyper-V configuration and administration
EXPERIENCE
·
1+
Years Azure Development or Azure Support
·
8+
Years information technology role experience
·
5+
Years Systems Development, Network Operations, or Customer Service
EDUCATION/CERTIFICATION
·
B.S. degree in
Computer Science, MIS, business or equivalent
·
MCSE,
MCPD, or MCAD preferred
LANGUAGE
·
Fluent
in English
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