职位类别： 计算机软、硬件/互联网/IT 工作地点： 上海 发布日期： 2008-04-24 工作经验： 1-3年 最低学历： 本科 管理经验： 否 工作性质： 全职 招聘人数： 1人 职位描述/要求： JOB DESCRIPTION: The CSS Supportability Organization serves as Voice of Customer (VoC) and business enabler for the Product Development Teams, and the CSS Delivery teams. Leveraging the data that is available through the CSS incidents, KB article hits, CSS Support Engineers knowledge, the CSS Supportability team delivers feedback to improve the products supportability for the long-term, and helps find solutions in the short-term that would reduce customer pain. As a part of this initiative, Product Feedback Analyst (PFA) plays a crucial role in supplying supportability information, identifying trend and emerging top support issues and improving tools&process of the product feedback process. Core Responsibilities Case Call-Coding: Provide high profile platform support data timely for US, EMEA and APGC regions through case review and call coding. PFA is required to clearly identify the problem root cause of a case and accurately categorize it to the right call-code classification in the Microsoft products call-code tree. The accuracy rate of call-code will be used as one of key measures with performance assessment. Value-add to the Business Group: Understands the overall Microsoft product vision and aligns trending and analysis priorities for feature areas to it. Champions the customer, partner, and support experience goals and vision of the feature area, identifies relevant user data from existing sources that is critical to the feature areas to it. Develops analyses, insights, and implications by feature area for the business groups, and identify product failures and key scenarios for improvement through detailed data analysis and supportability testing for the product. Provide comprehensive product feedback to the Global Backend Group and the Business Groups in the assigned technical specialty by working with the Supportability Program Manager to analyze top technical areas and identify top issues in terms of diagnostic challenge, customer business impact and support cost. Influencing the inclusion of increased supportability in Microsoft products working with the development teams right from the design phase of the product. Providing product feedback on shipped (released) and to be shipped (Beta) products Enabling the CSS organization to get technically and operationally ready to support upcoming new releases. Facilitating Responsibilities Coordinate US tech-based Supportability Program Manager (SPM) and the Global Supportability Team to identify effective technical solutions to top issues. PFA will join the communication loop of world-wide supportability and actively talk to tech-based SPM’s, product teams and tech leads of other regions as appropriate to learn existing and under development solutions. Improve the call code tree by working with US tech-based SPM to identify needed call code tree changes Report Product Feedback Tools bugs to the Product Feedback Team. Requirements and Skills Candidate must have very good understanding to the selected Microsoft products technologies and products in one of the following areas: Windows Base OS, Active Directory, Networking, SMS&MOM, Security, Office Products, Exchange 2003 or 2007. A minimum of 2-year Microsoft support experience is required. Must be able to think from the view point of product design and ease-to-diagnose and propose solutions to identified problems Should have strong problem solving competency to conduct effective research Need to have good English skill Position Requirements 1. List the top 4-5 core competencies you will use to evaluate candidates for this position Case Call-Coding: Provide high profile platform support data timely for US, EMEA and APGC regions through case review and call coding. PFA is required to clearly identify the problem root cause of a case and accurately categorize it to the right call-code classification in the Microsoft products call-code tree. The accuracy rate of call-code will be used as one of key measures with performance assessment. Value-add to the Business Group: Understands the overall Microsoft product vision and aligns trending and analysis priorities for feature areas to it. Champions the customer, partner, and support experience goals and vision of the feature area, identifies relevant user data from existing sources that is critical to the feature areas to it. Develops analyses, insights, and implications by feature area for the business groups, and identify product failures and key scenarios for improvement through detailed data analysis and supportability testing for the product. Provide comprehensive product feedback to the Global Backend Group and the Business Groups in the assigned technical specialty by working with the Supportability Program Manager to analyze top technical areas and identify top issues in terms of diagnostic challenge, customer business impact and support cost. Influencing the inclusion of increased supportability in Microsoft products working with the development teams right from the design phase of the product. Providing product feedback on shipped (released) and to be shipped (Beta) products Enabling the CSS organization to get technically and operationally ready to support upcoming new releases. 联系方式： .
|
|
