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Microsoft Technical Support Advisory 
Taiwan, Taoyuan City 
103985280

02.09.2025

שיתוף

התחבר/י כדי להגיש מועמדות
Qualifications

Required Qualifications:
• 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 3+ years of prior product, customer support and/or technical support experience
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.


Preferred Qualifications:


Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Responsibilities
1. Case Management (Delivery Excellence)
• Conducts in-depth case reviews and wellness checks to ensure case progression and resolution.
• Acts as an escalation point and unblocks service delivery challenges.
• Provides process and technical feedback to improve case handling.
• Leads case triage meetings to share knowledge and optimize support.
2. Managing Collaboration Activities
• Facilitates cross-team collaboration to resolve complex technical issues.
• Manages the swarming process to bring the right resources together quickly.
• Coaches engineers on internal collaboration and community-building.
• Works with stakeholders to drive top priority issue resolution.
3. Process Improvement
• Gathers and shares feedback to enhance support processes and tools.
• Partners with managers and SDMs to plan and implement continuous improvements.
• Identifies process flaws early and advocates for necessary changes.
• Updates knowledge bases and evangelizes process best practices.
4. Readiness Development
• Assesses skill gaps and designs training plans for delivery partners and internal teams.
• Supports readiness initiatives including mentoring, documentation, and knowledge sharing.
• Collaborates with multiple stakeholders to implement readiness programs.
5. Supportability Activities
• Shares knowledge in internal communities and responds to engineering queries.
• Engages in reactive/proactive collaboration via swarming and issue management.
• Helps build communities across support roles to drive operational excellence.
• Drives quality and efficiency improvements in partnership with delivery leaders.

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