Microsoft Customer Service Specialist

3 days ago

Hanoi, Vietnam Tek Experts Full time

Overview:
We’re looking for a customer-oriented Microsoft Customer Service Specialist to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.

**Driving exceptional outcomes with purpose-built solutions.**

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

**Responsibilities**:
**This role will**:

- Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
- Assign appropriate severity level, category, priority, and team to each incident.
- Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
- Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Qualifications:
**In this role**:

- Customer service experience and a desire to learn new technical skills are required.
- Excellent multitasking, organizational, and problem-solving skills.
- Creative and adaptable individual who is good at developing and maintaining positive working relationships.
- Professional fluency in English is essential, both written and spoken.

**What we offer you**:

- Personal and professional growth in a global company.
- Attractive quarterly and yearly performance bonus.
- Full net salary during on-the-job-training /probation period.
- Diverse global team of supportive and passionate colleagues.
- Opportunities to acquire new skills and earn industry-standard certifications.

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