Microsoft Customer Service Representative （Intern）

Microsoft Customer Service Representative (Intern
发信站: 日月光华 (2007年04月19日14:07:24 星期四)

Job Roles:
A Customer Service Representative 's role is to handle all incoming inquires o
n Microsoft's products, technologies, programs, policies and services. They ar
e able to handle inquires via all media channels both inbound and outbound. Th
e CSR is required to represent Microsoft appropriately to all customer segment
s and partners.

•Primary Job Functions: Approximately 50% of a CSR's service delivery ti
me will be dedicated to entitlement, routing and screening for Microsoft Techn
ical Support services; 40% of the CSR's time will be dedicated to Customer Ser
vice solutions (e.g. product keys, product activation, general inquiries, lice
nsing inquires); approximately 10% of the CSR's service delivery time will be
dedicated to servicing customer and partner needs for Technical assistance reg
arding known issues (i.e. documented issues, distribution of Hotfixes, virus s
olutions, and KB articles).
•Media is: phone, email and online chat
•Customers covered are PRC, South East Asia and US.

Required Skill Set
Minimum Requirements at hire:
•Proficiency & comprehension of local languages to be supported
•Typing skills – minimum 40 WPM
•Score appropriately on Microsoft recommended or alternatively approved
psychometric testing (to ascertain the candidates suitability for the position
)
•Excellent verbal / written communication skills (to be verified via for
mal testing)
•Excellent active listening skills (to be verified during interview stag
e)
•Sound analytical problem solving skills; linear and logical troubleshoo
ting skills (to be determined during interview process)
•Strong demonstrated Internet navigation skills
•Basic working knowledge of Microsoft Windows operating systems and Desk
top applications
•Ability to pass Microsoft provided technical skill assessment

Preferred Requirements:
•MCPs in the technologies supported and/or Bachelors in a technical degr
ee are strongly recommended. Otherwise demonstrated technical skills in that f
ield of similar expertise are required.
•A passion for Microsoft technologies

Roles & Responsibilities
Minimum Skills:
•Answers incoming phone calls and incoming e-mails on the Microsoft Cust
omer Service lines.
•Provides a high-level of professional, competent service assistance
•Identifies customer requirements and routes them to the correct sales o
r technical specialist (based on product specialty)
•Creates and documents cases in tools supplied by Microsoft
•Validates and registers customer profiles in system
•Translates escalated incidents where necessary
•Registers, handles, answers, and escalates customer complaints
•Provide general information about technical support policies and licens
ing. (including websites for customer reference)
•Demonstrates a strong customer service orientation and takes responsibi
lity to ensure customers are satisfied.
•Effectively communicates resolution to customer issues.
•Verifies Product ID (PID) is valid to grant support only to legal clien
ts
•Effectively handle up-selling and lead generation opportunities
•Performs all procedures accurately, including following Microsoft docum
ented call flows, data entry requirements, and complaint management processes.

•Escalates issues outside of service boundaries or when resolution canno
t be confirmed.
•Provide call backs and call downs of customers and partners (note: COMP
ANY must be able to track labor associated with these activities)

If you are interested in the position above, pls. send your resume to gtscshhr
@ with subject heading "intern application". Thanks!