Technical Customer Support (Chinese Speaking)

Responsibilities include:

The support engineer is responsible for support delivery, providing technical support to Azure and Windows Server customers by resolving escalated, complex technical customer issues on the Azure or Windows Server platform and delivering technical support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. the Escalation Engineer will need to closely collaborate with PG engineering and operations, and other CTS engineers. The support engineer is a critical role in the implementation of Azure platform or Windows support capabilities which include working with the PG to implement asks; identify technology, and/or process readiness needs, and work with training PMs and tech leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required. Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and platform training; and, in general participating in the creation of future support capabilities for the cloud.

Requirements:

SOFT SKILLS

• Leadership - handle technically challenging and politically hot customer situations

• Strong communications skills – Excellent spoken and written English communication skills

• Effective, polished interaction with customer to gather information

• Demonstrable troubleshooting skills

• Cross-team collaboration

• Logical and Critical thinking

• Passion for technology and customer support

• Understanding of cloud vs. on premise computing.

LANGUAGE SKILLS

– Fluent in Chinese (both oral and written)

– English (read and write)

• Competitive salary depending on experience ($800 - $1300) (open for fresher)

• Social insurance, health insurance policies, and other benefits in accordance with the Labor Code

• 12 days of annual leave, 8 days of sick leave, 1 periodical medical examination/year

• For employees working night shift: PVI insurance and 500.000 VND/month as food allowance

• Working 5 days a week with 2 unfixed days of (Schedule will be arranged by Head of Department)

• 100% on-site

• Opportunities for professional growth