Overview
The Microsoft 365 Support Team handles inquiries from a wide range of customers, including businesses, educational institutions, and partners, regarding Microsoft 365 services.
They work alongside Engineers (Tier1/2) to listen to Japanese customers, troubleshoot inquiries, and escalate support to contribute to product quality improvement as the Support Escalation Team (Tier3).
Responsibilities are divided by product and technology fields, with this position mainly focusing on the following products and services:
- Microsoft 365 Apps (Office client products)
- Microsoft 365 Copilot
Microsoft 365 Copilot, an AI-enhanced service within Microsoft 365, is expected to revolutionize productivity for business users and become a new AI assistant transforming work styles. Interest in Microsoft 365 Apps and Copilot, contributing to productivity enhancement and work style reform in Japanese society, are encouraged to apply.
Customer Service & Support (CSS) Organization:
CSS consists of over 12,000 support engineers in 191 countries, providing support to over 4.5 million customers worldwide. In Japan alone, more than 700 members provide support for approximately 175,000 cases monthly.
Unlike traditional call center support, our engineers, as service professionals with high technical expertise, have various opportunities to showcase their technical and service skills.
Their main mission is to understand system-wide issues and business needs, collaborate with teams both in Japan and abroad, and provide advanced technical support while supporting customers as trusted partners.
Qualifications
Basic Requirements:
- High communication skills to build trust with customers and coordinate smoothly with related departments
- Over 3 years of technical support experience in the IT industry
- Analytical problem-solving and troubleshooting skills
- Experience working in virtual teams or global environments
For this position, knowledge or experience in at least one of the following areas is required:
- Knowledge of Microsoft 365 products (Microsoft 365 Apps, Teams, Exchange Online, SharePoint Online, etc.)
- Knowledge of Microsoft Azure or other cloud products (IaaS, PaaS, SaaS, AWS, Sales Force, etc.)
- Knowledge of network technologies (HTTP, TLS, TCP/IP, DNS protocols, or web server/browser-related knowledge)
- Experience in programming or scripting (C, C++, C#, JavaScript, PowerShell, or Python, etc.)
- Business-level Japanese language proficiency (reading, writing, speaking)
- English language proficiency (ability to read technical documents, conversational skills preferable, business-level English a plus)
Note: Fluency in English is not required initially, as members develop necessary skills through daily interactions and English learning. Proactive learners who want to expand their opportunities by mastering English are encouraged to apply.
Desired Skills:
- Intermediate level of Korean language proficiency for daily conversations (reading and writing)
- Experience in implementing and operating Microsoft 365 products (experience with similar products from other companies is acceptable)
- Experience in communicating in English with overseas engineers, especially in development departments
- Certifications related to Microsoft 365 and Modern Workplace products, as well as Microsoft Azure or Windows products
- Network-related certifications (e.g., Cisco: CCNA, CCNP, Network Specialist Exam)
- Experience in building relationships and working with outsourcing partners
Personal Attributes We Look For:
- Customer-oriented mindset with proactive actions
- Takes responsibility for inquiries and demonstrates leadership to solve problems for stakeholders
- Self-driven to identify areas for improvement in technical and soft skills, set goals, and continuously strive for self-improvement
- Understands the importance of teamwork and can work smoothly with team members
- Embraces a growth mindset and shows a willingness to learn
Responsibilities
Customer Issue Resolution
Collaborates internally and externally to confirm, investigate, and resolve customers' technical issues using troubleshooting tools.
Preparation/Readiness
Engages with team members in the community to acquire technical expertise through training and preparation.
Product/Process Improvement
Identifies potential product flaws, provides feedback to the engineering department, and contributes to improving Microsoft products.
Work Style: Flexible options available based on experience and performance, including full remote work. Occasionally, travel may be required (approximately 0-2 times per year).
Benefits/perks may vary based on employment nature and location.
- Industry-leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away policies
- Giving programs
- Networking and professional development opportunities
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