Technical Support Engineering IC3
Microsoft
Technical Support Engineering IC3
Bangalore, Karnataka, India
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required Qualifications:
PowerApps:
1. Manage permissions and administration for Dataverse.
2. Use basic formulas to make better Power Apps canvas apps
3. Create formulas that use tables, records, and collections in a canvas app in Power Apps
4. Create and use dataflows - Import data to Dataverse using Power Query.
Power Automate:
1. Hands-on experience on Out of the Box and custom connectors, triggers, and actions.
2. Implement logic controls including branches, loops, conditions, error handling, and variables.
3. Implement dynamic content and expressions
4. Implement expressions/Variable/Action or call a sub-flows in desktop flows.
5. Configure machine groups and queues for desktop flow automations.
Common:
1. Manage solutions in Power Apps and Power Automate.
2. Test and troubleshoot Power Apps and Power Automate Cloud/Desktop flows.
Copilot Studio: (Part of Power Automate)
1. Describe use cases for Copilot Studio
2. Describe the purpose of topics, entities, and actions
3. Create a topic by using Copilot Studio
4. Describe the process of building bots by using Copilot Studio
AI Builder: (Part of PowerApps)
1. Describe the capabilities of AI Builder
2. Describe the business value of AI Builder
3. Describe use cases for AI Builder
4. Describe the lifecycle to create an AI Builder model
Describe Dynamics 365 Customer Insights
- Configure Dynamics 365 Customer Insights – Journeys
- Manage segments and preferences
- Manage leads, contacts, and accounts
- Manage marketing channels
- Manage journeys
- Manage events and webinars
- Administer Customer Insights – Data
- Orchestrate marketing experiences.
- Personalize marketing messaging.
- Deliver marketing insights.
Describe Dynamics 365 Customer Service
- Manage cases and Knowledge Management
- Manage entitlements and SLAs
- Manage scheduling
- Manage multi-session experiences for Customer Service
- Manage analytics and insights
- Manage Microsoft Power Platform
- Manage Connected Customer Service
- Manage routing
Describe Dynamics 365 Field Service
- Configure field service applications
- Manage work orders
- Schedule and dispatch work orders
- Manage the Field Service mobile app
- Manage inventory and purchasing by using the built-in inventory management system
- Manage Connected Field Service and customer assets
- Implement Microsoft Power Platform
Describe Dynamics 365 Sales
- Configure Dynamics 365 Sales
- Manage core sales features
- Understanding with and convert leads.
- Configure additional tools and services
Language Qualification:
English Language: fluent in reading, writing and speaking.
Responsibilities
• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.