Support Engineer II, Yammer

Microsoft - San Francisco, CA, US

Posted 559 days ago
  • Experience
    Not Applicable
  • Job function
    Customer Service
  • Employment type
  • Industry
    Computer Hardware, Computer Software, Information Technology and Services
  • Employer job ID
  • Job ID

This is a preview of the Support Engineer II, Yammer job at Microsoft. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

Job Category: Customer Service & Support
Location: San Francisco, CA, US
Job ID: 829483-105982
Division: Microsoft Office Division

Yammer is inventing an entirely new kind of software: the enterprise social network. Our customers are often early adopters, tech-savvy people who utilize new tools to help their company get work done. Yammer users are passionate, proactive and engaged with our product and we want to help ensure their experience is a great one.

Yammer's support team works directly with users when they have questions or run into issues. We also find wrinkles in the Yammer user experience, diagnose and document bugs in our software and work closely with the engineering and product teams to prioritize issues and pass along feedback. In short, we spend our days helping people solve problems.

Roles and Responsibilities:
Handle a high volume of user support requests via email, web, and phone in a friendly and efficient manner
Triage incoming support issues, effectively diagnose and escalate bugs to the engineering team
Be a dedicated Technical Support Representative for assigned Enterprise companies
Act as an advocate for Yammer users and provide them with an outstanding experience while resolving issues and answering questions
Work with the company to deliver answers and help internally
Be proactive in identifying inefficiencies in processes in order to optimize customer support work flow and increase customer satisfaction

Ability to work autonomously and self-seek solutions to problems.
Confidence to seek help / feedback when required.
Ability to keep pace with an ever changing product.
A customer advocate - an ability to learn Yammer's development methodology and to also advocate for customers where appropriate.
Preparedness to be available outside standard work hours to maintain contact with global Tech Support team.
Active learner - proven ability to self-motivate and maintain a working knowledge of rapidly evolving web technologies
Experience using an Enterprise Social Network.
Able to communicate ideas clearly and concisely.
Friendly, optimistic, and outgoing personality
Significant customer and technical support experience, ideally for a software product
Derive satisfaction from helping others
Able to stay positive and helpful even in the face of an angry, frustrated or rude customers
Able to cope with a high workload
Excellent writing skills and email etiquette
Type-A Detail Oriented
A passion for making awesome things awesomer, including yourself

BONUS - Be able to write, and speak in Japanese and have a deep understanding of Japanese business culture.

Nice to have, but not necessary:
- Some knowledge of code (Rails, Java, SQL)
- Startup experience
- Experience with ticketing systems like Zendesk and Jira


About this company


At Microsoft, we're about helping customers realize their potential. From gamers to governments, moms to mega-corporations, we serve just about every kind of customer, all over the globe.

Many people think Microsoft = software. We do do software-but we also do hardware, services, research, and more. We work on PC operating systems and applications-like Windows and Windows Live. Products for IT professionals and developers-like Windows Server and Visual Studio. Online services such as Bing and MSN. Business solutions like Office and Exchange. And devices like Xbox, keyboards, webcams, and mice. We're passionate about what we do.

What this means if you come to work here is opportunity-to do things that make a real difference in millions, even billions, of lives. To reach your potential. So why not take a closer look at Microsoft? We think you'll find that amazing things really do happen here.

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