Fluent in Japanese and English, both spoken and written
5+ years of experience in technology customer support/service
Willingness to work night shifts (12:00 AM to 9:00 AM PST)
Exposure to cloud computing and related technologies preferred
Strong customer advocacy skills with the ability to build rapport quickly
Responsibilities
Assist customers with adoption by advising on migration and deployment topics
Analyze and identify incident trends for root cause analysis
Administer and report results from Azure Optimization diagnostics tool
Enhance customer support experience with Windows Azure services
Lead customer onboarding sessions for Professional Direct services
Be the primary contact for escalations during local business hours
Collaborate with various Microsoft teams to resolve escalated issues
Benefits
Flexible work hours to accommodate global clients
Opportunities for professional development through training and webinars
Access to Microsoft support resources and tools
Dynamic work environment with cross-team collaboration
Chance to influence customer satisfaction and support processes
Full Job Description
QUALIFICATIONS:
MANDATORY
Excellent communication skills (written and spoken) in Japanese and English
5 years of Experience with customer support/service in Technology domain, preferably large scale systems
Candidate should be willing to work in shifts - 12:00 AM to 9:00 AM (PST) - [12:30 PM to 9:30 (IST)]
PREFERRED
Exposure to cloud computing
Exposure to Microsoft/Amazon/Rackspace cloud computing technologies
Exposure to Windows Azure
SKILLS
SOFT SKILLS
Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects, CxO's, Development & Test Management, IT Directors)
Strong communications skills in spoken and written English
Effective, polished interaction with customer, Microsoft Services, Support and Azure development teams at the appropriate technical depth
Ability to work independently
Must be a great Customer advocate
TECHNICAL SKILLS (Preferred/Optional)
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).
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
RESPONSIBILITIES SUMMARY:
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.
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
Administer the "Windows Azure Optimization Report" remote diagnostics tool, providing results to customers via a regular report (manual at launch, automated longer term)
Help drive improved support CPE for customers using Windows Azure
Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources
Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (US, UK, Canada).
As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones.
Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets
Create and deliver new IP for Professional Direct (i.e. webinars, tips & tricks, takeaways)
Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
Listen to and communicate the voice of the customers within Microsoft
Provide training and documentation feedback, updating role documentation as needed
