Are you passionate about helping customers achieve more? Do you enjoy leading and developing people? Do you want to help lead our people in the fully globalized organization as we accelerate our own transformation towards a digital organization? If so, the Support Engineering Manager (SEM) position for Modern Workplace Asia support, in the Microsoft Customer Service and Support (CSS) Organization is a great career opportunity for you!
Modern Workplace support team provides excellent technical support experience to our Enterprise customers both on premise and in the cloud. From problem identification to full resolution, we own and handle technical customer issues. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience building empowered people. This includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft’s customers.
We seek out people from diverse backgrounds and encourage them to approach challenges unconventionally.
• Are curious and intuitive in their approach
• Have a genuine desire to help people become their best
• Have a passion for working with customers to solve business problems
• Like to collaborate in multicultural environments and diverse business stakeholders
• Are not afraid to take risks, motivate others and celebrate wins, both big and small
At Microsoft, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally.
+ Team Leadership : Sets, communicates team & individual goals; Delivers annual performance reviews; Communicates strategy, tactics & behaviors required to achieve goals; Conducts 1:1 meetings to provide feedback; Supervises work, sets the behavioral example & adjusts strategies & tactics as necessary.
+ Drive for Results : Conducts quality assurance activities on cases; Conducts personal case reviews to ensure adherence to standardized use of documentation,etc.;Coordinates technical case reviews; Contacts customers to perform case recoveries if satisfaction is at risk; Develops realistic performance goals & standards.
+ Collaboration : Removes barriers by working with others around a shared need or customer benefit; Maintain a broader perspective; Identifies & evaluates opportunities to enhance the business through cross-group collaboration; Incorporates diverse perspectives to thoroughly address complex issues. Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources
+ The successful candidate will have at least 10 years of relevant work experience
+ Leadership – lead the team to high performing team by cultivating customer obsession culture
+ Strong communications skills – Excellent spoken and written English communication skills
+ Cross-team collaboration
+ Interpersonal Awareness
+ Passion for technology and customer support
**Skills, Knowledge and Abilities:**
· Excellent demonstrated customer support skills
· Spoken and written English and Korean, English proficiency
· Strong and analytical Problem Solving skill
· Project Management skill
· Strategic Insight
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 at https://careers.microsoft.com/us/en/accommodationrequest .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.