SUMMARY: This is a long term V- position at Microsoft. Provide efficient and professional email/phone support to Microsoft enterprise customers in Japan to resolve their technical problems. 2 months training will be provided and the candidate must speak fluent Japanese and English.

Location: Microsoft Sammamish Campus, WA

Responsibilities
•         Projects a positive and professional image of Microsoft in all contacts
•         Investigates and takes action to meet customers’ current and future needs
         Understands customers, proactively gathering information to learn about their needs and expectations
         üProactive case management
         üClear ownership of issues to resolution and\or completed escalation
         üProfessional communication (by phone, email, and other channels) with customers and internal stakeholders
•         Maintains a constructive and composed focus in facing and overcoming tough situations
•         Gathers and analyses information and uses it to develop effective solutions to difficult problems or situations
         üSolves routine problems effectively, gathering the information necessary to weigh a limited set of options to arrive at sound conclusions
         üRecognizes when and how to escalate issues to technical leads or Tier 2
•         Responds effectively to change
•         Takes effective action without having to know the total picture or having all of the facts at hand
•         Writes, speaks and presents information effectively and persuasively across communication settings
         üTargets communication appropriately for the audience
         üUses appropriate communication channels for the customer and issue
•         Has a good working knowledge/skill area and is able to apply it with reasonable effectiveness in the position
         üSPAM and filtering knowledge
         üArchive knowledge
         üContinuity knowledge
         üWorking knowledge of Operating Systems (i.e. Windows Vista and Windows 7) and databases (i.e. SQL, or similar databases)
         üGeneral knowledge of Exchange and\or other email systems
         üStrong understanding of mail flow that includes reading\interpreting headers and error messages
         üGeneral knowledge of online services
•         Behaves according to high ethical business principles and values.

Requirements
•         Minimum of 2 years customer service experience
•         Four-year degree in MIS, CIS, or related equivalent work experience (minimum of 4 years) around technical applications such as SQL, Exchange, IIS, Active Directory, Operating Systems, networking, or other Microsoft technologies. (minimum of 2 of the above listed expertise areas required if using equivalent work experience as a substitute for four-year degree)
•         Good working knowledge of SPAM and filtering, Email Archiving, Continuity, Operating Systems (i.e. Windows Vista and Windows 7)and databases (i.e. SQL);
•         General knowledge of Exchange and\or other email systems and online services
•         Strong understanding of mail flow that includes reading\interpreting headers and error messages
•         Minimum of one Microsoft certification in a related technology
•         Excellent written and verbal communication skills
Bi-lingual in Japanese and English
•         Be flexible on working hours (e.g. work from 6am-6pm, 4 days a week and be able to work on holidays)