QUALIFICATIONS:

MANDATORY

• Excellent communication skills (written and spoken) in Japanese and English
• 5 years of Experience with customer support/service in Technology domain, preferably large scale systems
• Candidate should be willing to work in shifts - 12:00 AM to 9:00 AM (PST) – [12:30 PM to 9:30 (IST)]

PREFERRED

• Exposure to cloud computing
• Exposure to Microsoft/Amazon/Rackspace cloud computing technologies
• Exposure to Windows Azure

SKILLS

SOFT SKILLS

• Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects, CxO's, Development & Test Management, IT Directors)
• Strong communications skills in spoken and written English
• Effective, polished interaction with customer, Microsoft Services, Support and Azure development teams at the appropriate technical depth
• Ability to work independently
• Must be a great Customer advocate

TECHNICAL SKILLS (Preferred/Optional)

• Understanding of cloud vs. on premise computing. Solid understanding of fundamentals of cloud computing.
• Technical understanding of the Azure Platform and architecture
• A strong knowledge of the Microsoft Windows platform
• Familiarity with networking concepts including VIPs, NAT, DNS
• .NET 3.0/3.5/4.0.
• Visual Studio Languages (VB, C/C#/C++)
• SQL Azure / SQL Server
• Distributed application architecture
• Application Lifecycle Management (ALM)
• Service Oriented Architectures (SOA).
• Familiarity with load balancing, geo-redundancy, CDN and VPN technologies preferred
• Familiarity with Virtualization concepts and virtual system administration
• Familiarity with Hyper-V configuration and administration

RESPONSIBILITIES SUMMARY:

• Help customers adopt the services by providing “lite advisory” support on migration, architecture, development, and deployment topics by answering simple “how to” questions and for more complex asks, pointing customers to the best self-service resources available online and when applicable, making partner referrals via Pinpoint.
• Identify incident trends (by customers) and help customers with root-cause analysis of these trends as able based on required access to tools, reports and teams
• Administer the “Windows Azure Optimization Report” remote diagnostics tool, providing results to customers via a regular report (manual at launch, automated longer term)
• Help drive improved support CPE for customers using Windows Azure
• Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase, along with helpful Azure onboarding self-service resources
• Serve as the primary contact for Professional Direct for Azure customers with reactive support escalations, providing local business hours escalation assistance, advocacy and support (US, UK, Canada).
• As a global team, the role might need to be work in flexible hours and would require the individual to work in customer time zones.
• Quickly develop client relationships and trust, and ensure client/partner expectations are being set and met
• Work in collaboration with multiple Microsoft teams including Azure Support, Depth Queues, Operations, Engineering, and Commerce/Billing to drive resolution of escalated tickets
• Create and deliver new IP for Professional Direct (i.e. webinars, tips & tricks, takeaways)
• Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
• Listen to and communicate the voice of the customers within Microsoft
• Provide training and documentation feedback, updating role documentation as needed

Thanks & Sanddep