Support Escalation Engineer - Surface Devices

Microsoft; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading technology company seeks a dedicated professional to manage complex customer support escalations. The ideal candidate will have strong communication skills in English and Mandarin, with technical expertise in Windows and networking. This challenging role offers the opportunity to lead initiatives that improve customer experiences and expectations.

Qualifications

• Proficiency in English and Mandarin is required.
• 3+ years supporting Networking or OS imaging is preferred.
• 5+ years in systems development or IT support is beneficial.

Responsibilities

• Acts as a primary contact for complex escalation issues.
• Leads initiatives to enhance customer support experiences.
• Manages customer relationships and documents cases.

Skills

Customer service skills

Communication

Analytical troubleshooting

Problem-solving

Technical aptitude

Education

B.S. in Computer Science

B.S. in Electrical Engineering

Tools

Windows

TCP/IP

PC hardware

Job description

Responsibilities

• Acts as a primary contact for moderate to highly complex escalation issues for customers, collaborating with internal and external teams to resolve issues and improve customer experience.
• Leads cross-region or cross-group initiatives to enhance customer support experiences.
• Addresses complex issues requiring extensive product knowledge and advanced customer skills, especially in sensitive situations.
• Handles escalated issues, removing barriers to resolution, and guides team members on managing complex technical cases.
• Manages customer relationships and documents cases thoroughly.
• Collaborates across teams and products to resolve customer problems, reports bugs and suggestions, and maintains technical documentation and training materials.

Qualifications

Required Qualifications

• Proficiency in spoken and written English and Mandarin, with excellent customer service skills.
• Strong communication, analytical troubleshooting, and problem-solving skills.
• Technical aptitude in Windows, networking, and PC hardware (Surface Devices).
• Ability to learn and adapt, with experience in Windows OS, TCP/IP, and general networking.
• Fluency in Mandarin.

Preferred Qualifications

• 3+ years supporting Networking or OS imaging.
• 5+ years in systems development, network operations, or IT support.
• B.S. in Computer Science, Electrical Engineering, or equivalent.

Microsoft is an equal opportunity employer and considers all qualified applicants without regard to various protected characteristics. For accommodations, please contact via the provided form.