Microsoft Customer Service Specialist

2 weeks ago


Hà Nội, Vietnam Monifai Full time

Overview:
We are seeking a highly motivated individual to join our team as a Customer service & Escalation manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios, engaging directly with customers to identify and resolve complex technical challenges and drive end-to-end problem resolution while upholding core values of empathy, passion, and integrity. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within our support organization.

**Accelerating Progress. Securing Futures**.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

**Responsibilities**:
**Resolution Customer**
- Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
- Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
- Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency.
- Set and manage support expectations with customers.

**Escalation Handling**
- Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
- Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.

**Collaboration**
- Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
- Develops and maintains relationships with internal teams, partners, and senior leadership.

**Process Improvement**
- Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

Qualifications:
**Required qualifications**:

- 2+ years of customer service, technology industry, or related experience.
- Bachelor's degree in technology, business, or equivalent field.
- Excellent relationship management, customer service and communication skills in variety
of forms (written, live chat, conference calls, in-person.)
- Strong English written and verbal communication skills.
- Other languages may be required depending on the location and area to be supported.
- Understanding of reactive case lifecycle and troubleshooting methodology.
- Strong judgment, decision making skills, and ability to work under continual deadline pressure.
- Excellent at multi-tasking, task prioritization and time management.
- Collaborative team player with strong stakeholder management skills.

**Preferred qualifications**:

- Customer Service Management experience in an IT related environment.
- Familiarity with Microsoft products/services.
- Information Technology Infrastructure Library (ITIL) Certification.



  • Hà Nội, Vietnam Confirmis Holdings Pte Ltd Full time

    Responsibilities: - Provide accurate and timely information to clients and partners on details of company's products and services - Resolve customer's issue by providing the appropriate solutions following company's SOP - Responds to client inquiries and correspondence in timely manner - Maintain positive and professional relationships with customers -...


  • Hà Nội, Vietnam DHL Full time

    **Main tasks & key responsibilities**: - Develops relationship with allocated customers - Participates in joint Sales visits if necessary - Accepts all orders (from customer or overseas office) and processes them for handover to Operations - Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution -...


  • Hà Nội, Vietnam ABB Full time

    **Service Sales Specialist**: **At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.**: **This...

  • Customs Specialist

    3 weeks ago


    Hà Nội, Vietnam GE HEALTHCARE Full time

    **Job Description Summary**: As a Customs Specialist for Vietnam, you will support and work with Country Customs Leader for HealthCare’s Customs operations, broker management, internal and external customs audits, special program initiatives and monitoring. This position will serve as an important contact to key stakeholders of the Healthcare business for...


  • Hà Nội, Vietnam RecruitGo Full time

    RecruitGo is hiring on behalf of our client in Freight Forwarding Industry **Responsibilities**: - Act as the primary point of contact for customers regarding the inquiries and shipments. - Address customer questions and issues promptly, ensuring high levels of satisfaction. - Manage the logistics of airfreight and oceanfreight shipments, including...


  • Hà Nội, Vietnam Microsoft Full time

    Do you want to be at the forefront of device test innovation at Microsoft? Do you have a passion to deliver new technology to customers? Are you seeking a unique career opportunity that combines both technical capabilities, as well as business insight? Are you committed to creating an environment where you can play a role in creating best in class...


  • Hà Nội, Vietnam ITL Full time

    **Responsibilities** - Respond to customer upon receiving booking; find space and coordinate with Sales, and Airline's principles to arrange suitable space and Manage and fulfill Allotment space. - Tracing flight/shipment information and response to customers; processing and responding to customer claims. - Achieve budget tonnage and budget revenue set per...


  • Hà Nội, Vietnam Monifai Full time

    Overview: We’re seeking a customer-oriented Microsoft ERP Technical Support Engineer to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is responsible for managing customer technical support, including information...


  • Hà Nội, Vietnam Monifai Full time

    Overview: We’re seeking a customer-oriented Microsoft CRM Technical Support Engineer to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is responsible for managing customer technical support, including information...


  • Hà Nội, Vietnam Microsoft Full time

    Windows Devices Group’s Manufacturing Test & Infrastructure team at Microsoft is seeking a passionate, driven, and intellectually curious Senior Software Development Engineer to drive impact and deliver results in the world of Devices Manufacturing Test Solution at Microsoft. The Manufacturing Test & Infrastructure (MTI) Group is a core member in the...


  • Hà Nội, Vietnam Công ty TNHH Acer Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) Mô tả Công việc 1. Customer care & services operation - Caring end-users/ dealers/ distributors - Receiving products from end-users/ dealers/ distributors (inspecting, inputting data into system, printing report and getting signature from end-users/ dealers/ distributors, and assigning...


  • Hà Nội, Vietnam GemCommerce Full time

    **Why we’re looking for you** We are looking for an experienced Customer Success Specialist in this high growth rate stage, who can work directly with our customers all over the world. After purchasing/sale for the product is the most important phase of the customer lifecycle to ensure customers have the best experience in this product and service, and...


  • Hà Nội, Vietnam Atlas Copco Vietnam Company Ltd Full time

    **Quotation Specialist (Proposal)**: - Functional area: Administration- Country: Viet Nam- City: Hanoi- Company name: Atlas Copco Vietnam Company Ltd- Date of posting: Oct 30, 2024Atlas Copco Vietnam - Compressor Technique Service (CTS) is hiring for **Quotation Specialist (Proposal) **based** in Ha Noi** with the following responsibilitiies: **Quotation...

  • Customer Support

    3 weeks ago


    Hà Nội, Vietnam Palexy Company Limited Full time

    At Palexy, we develop a pioneering AI-powered SaaS platform that can turn existing retail data, including CCTV footage, POS data, staff scheduling data, promotional calendar data, etc. into actionable intelligence in a fashion similar to e-commerce. We are seeking **Customer Support Specialist** for our Hanoi Office to help **Thai-speaking...


  • Hà Nội, Vietnam OSR Manage Full time

    **Job Title: Lead Scrubbing Specialist** **Salary**: USD $900 per month** **Hours**: 44 hours per week, Weekends Off** **Job Type**: Full-Time** **Company Overview** The company is a US-based Managed Services Provider offering comprehensive IT solutions. Clients receive a customer-first approach, specializing in IT consulting, Managed Services, and...


  • Hà Nội, Vietnam Mastercard Full time

    **Our Purpose** - Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation,...


  • Hà Nội, Vietnam Diebold Nixdorf Full time

    Customer Service Engineer As a Field Service Technician at Diebold Nixdorf, you're responsible for installing, debugging, and providing technical maintenance for product and component hardware and software, mainly on customer premises. You'll conduct scheduled inspection, cleaning, and other services and perform minor product repairs within your assigned...

  • Customer Service

    4 weeks ago


    Hà Nội, Vietnam Proslide Technology Full time

    The Customer Service - Product Engineering representing Asia Region (residing in Vietnam), is responsible for supporting clients within their assigned territory for exiting and newly commissioned water slide attractions. This role requires interaction with several internal groups, such as Project Management, Field Services and Account Management. **YOUR...


  • Hà Nội, Vietnam NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** This...


  • Hà Nội, Vietnam Công Ty TNHH DZT- DZT Corp Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) - Receive and process orders using the company's system, work with suppliers to track them. - Coordinate with relevant departments and partners to quickly resolve difficulties that arise during the transportation of orders. - Maintaining a positive, empathetic, and professional attitude toward...