Microsoft Corporation Support Engineer - Bing Ads in Singapore, Singapore
Job Description: Support Engineer
Make Bing Ads Technical Support at Microsoft Advertising part of your career story!
Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career and lifestyle. We offer a compelling portfolio of advertising products, innovative solutions and the opportunity to engage with some of the brightest minds in the digital industry.
Global Support is a focal point for Bing advertisers around the world and the Bing Ads Technical Support team plays a pivotal role in supporting Bing search. As a Technical Support Engineer (TSE), you will provide advanced technical support for Microsoft online advertising global sales teams with a primary focus on technically supporting paid search results that appear on Bing and other web properties such as AOL and Yahoo!. The individual that will succeed in this role will have experience in and a passion for great customer service and strong team relationships. You will partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners. You will join a team that is focused on customer obsession, results, working together to solve problems and committed to developing people.
Effective ticket queue management providing investigation prioritization, including continuous and timely updates to customers
Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality
Create process or troubleshooting documentation in the Global Support knowledge base
Compose timely world-wide correspondence or alerts to sales teams and partners as appropriate
Work with sales teams and partners to gather escalation information and customer/business impact
Highlight systemic issues and trends to identify platform enhancements with business and R&D teams
BS in Computer Science, Engineering or related technical discipline preferred
Minimum 6 years’ experience in a customer support, technical support, application support or software development organization, in the online industry for a high volume commercial website or service
Minimum 2 year experience using SQL required with ability to manipulate data rapidly and use complex joins
Experience with the following web API technologies preferred: SOAP, JSON, XML
Advanced problem solving ability to drive great customer service and strong team relationships
Strong customer service skills
Experience working with remote/virtual teams; ability to collaborate across boundaries
Organic & Paid search experience preferred
Work in a team environment leveraging others’ ideas, contributing to others’ success
Willingness to embrace challenge; desire to learn and always improve
English language skills including strong verbal and written communication skills required for all levels of stakeholders
Strong documentation skills to be utilized for case management, knowledge capture, bug management and training
Very strong problem solving skills, influencing skills, attention to detail and commitment to quality
Motivation and passion for the success of the customer; customer obsession
Occasional night and weekend on-call work is required
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.